Friday, November 20, 2009

Truth or Myth? Password Resets are #1

In a discussion at lunch today I suggested the #1 call to a help desk is about passwords. Notes ID, Windows logins, FTP sites, Web usage for Sametime as an example, VPN login, Mobile devices, Voice Mail etc..

If you manage an infrastructure or are an admin in an organization or a help desk member or a manager who has dashboards for Remedy or Paradigm or whatever help desk solution, can you please comment?

So have an opinion? Is it #2? And if you have the metrics, how long does it take to make the change for the person? Keep in mind:

Time to call
Get user ID/info
Discuss problem
Login to the system or find the user
Find the ID(or start the process)
Complete the process
Have user test it(when applicable)
Hang up
Enter the details in the Help Desk system

I put it at about 5 minutes per call.

What do you think?