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The challenges in helpdesk support and how to overcome them?

The function of the IT helpdesk support is rapidly evolving.

IT helpdesk support used to be the go-to place for hardware quick fixes, software updates, and password resets on business computers. But as more and more of our world's leisure and employment activities rely on technology, including a significant increase in remote labour, the market is evolving completely. Customers are becoming more and more demanding as businesses depend more and more on technology. The variety of client requests has significantly altered. As a result, they expect your IT helpdesk support to be not just timely and effective but also extremely quick and efficient. Additionally, it raises the quantity and difficulty of IT helpdesk support difficulties.

It's crucial for IT leaders to stay on top of what's working and what needs upgrading as market developments take place. Given the crucial role the IT helpdesk support plays in an organization's overall productivity, this is extremely significant. Your user experience and customer satisfaction are in jeopardy if your IT help desk support staff is unable to immediately offer a customer with the pertinent information when they ask for assistance.

In this article, we will look at the four common challenges in helpdesk support.

Challenge 1: Many requests

Instead of addressing the underlying problems, help desk support staff frequently spend a significant amount of time on the phone or responding to emails. Phone calls can be particularly challenging and time consuming because a help desk support staff can only speak with one customer at a time. Before you know it, there is a line of frustrated customers wanting to be picked up and spoken to. They quickly fill queues and take a long time to resolve. This is inconvenient not only for help desk support staff, but also for users who expect a quick resolution. They frequently have to wait in a long line before speaking with someone, causing frustration and rifts in the service experience.

IT services are expensive, so it can be difficult to address questions and tasks in a cost-effective manner while maintaining quality. This is due to the fact that the more time the help desk support staff spends answering the phone or sifting through requests sent by email or even in person, the less time they have to focus on resolving issues.

Live chat is a totally different matter. It enables help desk support staff to manage many clients at once. The average wait time for live chat is only 45 seconds, so be aware that while individuals would wait 11 minutes on hold before hanging up, they have far higher expectations. To do this, you must enlarge your help desk support staff through bpo companies in order to serve your clients' needs.

Challenge 2: Recurring issues

It is challenging for the help desk support staff to develop suitable plans to handle interruptions and lower the volume of submitted tickets to address the root of often reported issues by users if important data is not collected.

Unresolved, ongoing problems are a headache that is directly related to our previous difficulties. Help desks are unable to quickly discover systemic issues without effective record-keeping and data analysis tools, which results in a waste of time and resources on repeatedly investigating and addressing the same issues.

Without a platform for gathering, logging, and evaluating support data, businesses may find themselves fixing the same problems repeatedly. In other words, the IT help desk support staff will waste time trying to find and resolve problems that they have already worked on if they don't keep track of the most prevalent problems. This is the distinction between problem management and incident management, the latter of which seeks to totally eliminate recurring problems through bpo companies in Malaysia.

Challenge 3: Problems of keeping track

Keeping track of each user's assets is a huge task for help desk support staff. Problems are frequently related to user equipment, thus understanding these assets is necessary to develop solutions. While tiresome, this teaches the help desk support staff how to handle particular issues. For instance, what is the laptop's model, service history, and software configuration when a user reports a problem with it? In a similar vein, which users suffer when a service goes offline for maintenance? Information is inconsistent and hard to obtain because help desk support staff frequently track this asset data using separate applications or even obsolete spreadsheets.

By allowing a bpo company to evaluate service histories, the help desk support staff would be able to address issues when users with the same assets ask for help, for instance, rather than having to go through the same troubleshooting process each time. This significantly boosts efficiency. When tracked, they are frequently noted on antiquated software and spreadsheets that, if improperly curated, might produce incorrect data.

Challenge 4: Repetitive, time consuming tasks

Did you know that the majority of help desk calls, between 20% and 50%, are for password resets? This is shocking.

Monitoring repetitive, time-consuming operations like changing passwords, restarting services or machines, backing up or restoring files, managing antivirus programmes, and updating software, in addition to the rising number of calls, is one of the major issues. The help desk support staff typically needs to deal with a number of frequently asked inquiries and issues on a daily basis. This implies that spending a lot of time repeating the same tasks wastes time.

A sizable portion of the population is merely accustomed to conversing with others. However, clogging up a help desk support with issues that can be quickly remedied with self-help technologies through business process outsourcing eventually makes the rest of the company less efficient.

When the end user has access to the necessary knowledge or automated procedures, they may frequently remedy the problems that the help desk handles. Lack of these can seriously limit the capabilities of your department and result in excessive costs.


Failures in IT help desk can be expensive for enterprises, and downtime can hurt your clients' operations. This is why handling problems quickly while upholding quality standards requires having a help desk support staff and effective protocols in place. Manpower outsourcing may resolve these aggravating problems by transforming an inefficient help desk with outdated technologies and procedures into a productive division that can react to issues or requests immediately.

IT BPO services may transform your IT help desk into a cost-effective powerhouse in addition to optimising processes for higher productivity through automation, data repositories, data analysis tools, and self-service portals. Xetron Solutions' exceptional performance and positive evaluations might revolutionise your help desk and manpower supply Malaysia.


To understand more and to find out how Xetron Solutions, a Manpower outsource company can assist you in enhancing your processes and overcoming your IT help desk difficulties, get in touch with us by clicking here



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