IT Support in Crisis: Unravelling the Challenges of Modern Help Desks

Today, IT teams are overwhelmed and exhausted by the constant influx of repetitive service requests, including password resets, network connectivity issues, and hardware problems, all resulting in unresolved employee queries. To counter these challenges, AI assistants came into the picture to support IT, admins, by automating routine service requests, allowing them to focus more on strategic and critical challenges and incidents that require attention. Let’s look at some of the various challenges of most common IT issues and their impact, how AI assistants support admins, benefits, and real-world use cases.

Common Challenges Faced by IT Support Desks

  •  Lack of Centralized Knowledge Base: Knowledge fragmentation is the most prevalent issue that most IT help desks face, leading to inconsistencies in service quality and responses and a longer time to resolve issues, leaving users frustrated.
  • Repetitive Tasks: Many repetitive support requests, such as password resets, internet outages, and software installations, may overwhelm IT support teams, which consumes valuable time in diagnosing known issues that could be spent on more critical business problems.  
  • High Volume of Incoming Requests: As businesses are embracing cutting-edge technology and tools, IT support teams are often overwhelmed with a deluge of incoming requests. They may end up responding to endless service requests via emails, chats, and phone calls, losing themselves in the dark while frustrating end-users, leading to bottlenecks.
  • Longer Waiting Times: The growing volume of incoming requests results is causing a backlog of unresolved incidents. Moreover, resolving the issues takes longer, leading to unexpected outages and productivity loss and significantly declining the company’s bottom line.
  • Remote Work Challenges: The transition to remote work has introduced certain complexities in troubleshooting issues from a distance, including network, VPN, or device connectivity problems that may require physical access.
  • Difficulty in Tracking Issues: Managing and tracking the status of multiple tickets can be cumbersome, especially when using outdated systems or manual processes.

So how do we solve these issues? In order to answer this question, make sure to check out our next blog here. (link to blog)