What are the Most Common IT Helpdesk Queries?

What are the Most Common IT Helpdesk Queries?

The Sharp European Technical Support Centre (ETSC) is our team of friendly, tech experts ready to provide IT support when your business needs it. Most common problems can be resolved with a simple call, causing the minimum of fuss or hassle to your business.

The IT infrastructure of an SME can often start in the same way, ad hoc and organic. This works fine when staff numbers are small, and the needs of the network limited. However, part of any growth strategy should involve switching to a dedicated IT Services helpdesk package.

Firstly, it gives the business access to expert advice at the end of a phone, or a Zoom or Teams call. Experienced technicians will often resolve issues a lot faster, and more cost-effectively than a small business owner, regardless of technical ability.

Secondly, it will help the company to minimise downtime, ensuring that any technical issues are resolved quickly and efficiently. This in turn allows employees to continue working with the minimum of interruptions.

Next, 24/7 IT support can help businesses save costs in the long term by preventing major issues from occurring. The quick resolution of IT issues can help reduce the need for expensive repairs or replacements and prevent productivity losses. IT issues can also have a significant impact on customer satisfaction. Therefore, having access to round-the-clock support can help resolve any technical problems faster, leading to improved customer service.

Finally, having round-the-clock IT support means that an organisation’s IT technicians can focus on growth strategies and project work, safe in the Knowledge that ongoing cover and any potential user issues are being handled directly by the Sharp European Technical Support Centre (ETSC).  

IT issues come in many forms and the approach to solving them can be as simple as talking it through over the phone, while more complex technical issues will need more direct intervention. The solution will also depend on the technical expertise of the end user.

Data compiled from Sharp ETSC reveals that around 96% of helpdesk queries can be effortlessly handled via a simple phone call. This is largely due to technical issues often being routine and can be resolved straight away by experienced tech experts.

For instance, simple issues such as password resets, software installations, and basic troubleshooting, which makes up around 80% of queries that come through to the ETSC helpdesk, can often be resolved over the phone in around 15 minutes with the help of a knowledgeable technician.

More complex issues, such as hardware malfunctions, network connectivity issues, or software compatibility problems will take longer and may require more specialised attention, onsite support, or remote assistance. Fortunately, remote assistance tools like screen sharing and remote desktop software have made it easier for technicians to diagnose and resolve issues without needing to be onsite. This makes resolving issues quicker and more cost-effective for clients.


How to Solve Common Helpdesk Queries

Just as every SME is unique, so is the IT infrastructure it runs on. Therefore, the steps involved in resolving issues may vary depending on the specific systems, software and IT infrastructure in place. We currently support a wide range of clients, each with their own policies and procedures that need to be followed and adhered to. Therefore, while there is no ‘one way’ of solving IT problems, there are general steps to be followed.

The first step is to create a ticket. We can’t do anything without a ticket. We collect as many details about the issue from the user as possible simply by asking questions. Once this is completed, ETSC experts can define the type of issue it is, and the next steps required.

Password Reset: The user's identity must be verified before resetting the password. The password can then be reset through the Active Directory or any similar tool.

Network Connectivity Issues: The network connection must be tested, and any issues identified resolved, which may include resetting routers, troubleshooting hardware, or addressing software issues.

Email Problems: The email system must be tested, and any issues identified must be resolved, which may include resetting passwords, troubleshooting email settings, or addressing server or software issues.

Hardware Malfunctions: The hardest part of any hardware malfunction is identifying the cause of the problem. Once identified, the appropriate actions can be taken, which may include replacing parts, running diagnostics, or sending the hardware for repair.

Ultimately, IT Support services can be a valuable resource for SMEs, providing efficient and cost-effective support, and access to expertise with the minimum of fuss. If you would like to know more about the Sharp ETSC IT helpdesk and the services we offer, GET IN TOUCH