6 Workstation Care Tips to Reduce IT Help Desk Calls

Let’s face it — IT Help Desk staff spend a significant chunk of time helping users fix common tech problems, in turn adding a good deal of stress to their already busy work schedules. Ask a system administrator what issues users face the most, and they’ll probably list a slew of minor tech problems (e.g., password reset requests) employees could probably fix themselves.

Things are even more difficult now with widely dispersed workforces and IT support teams working in remote, distributed environments. Getting an issue resolved is no longer as simple as just walking over to your on-campus IT department. Even if you raise a ticket, response times are protracted, and the chances are that there are several tickets already waiting in the queue. “Too many L1 tickets” is among the top five Opens a new window problems faced by IT help desks in the WFH world. 

Meanwhile, as the mean-time to repair (MTTR) stretches on, employees face indefinite downtime and a significant dip in productivity. Add to that, the tech-savvy Gen Z,  entering the workforce, seeks smooth digital technologies that reduce friction. 

The good news is that users can prevent such scenarios with proactive workstation care and reduce the burden on overworked IT support staff. We list down six steps users can take to cut down on IT help desk requests and keep the WFH engine running as usual. 

6 Action Points for Self-Servicing Your Workstation 

Did you know that most of the reasons why we raise a ticket at the help desk are entirely preventable? A surveyOpens a new window listed the top ten service call categories — the list included simple issues like password resets, the opening of new user accounts, unlocking accounts, account administration, and Wi-Fi access. All of these can be addressed with a little proactive upskilling and preventive measures at the right time. Here are our six recommendations: 

Learn More: IT in the Driver’s Seat: Redefining Leadership in the WFH Era

1. Check your Task Manager regularly to monitor the vital signs 

All ongoing applications and processes have a footprint, which is registered in the Task Manager. When you first open it by right-clicking on a taskbar on a Windows PC, it only displays your open applications’ names.

But when you click on the More details button, a dashboard listing background processes, real-time system performance, app history, star-tup application list, etc., appears.  Here, navigate to the performance and start-up tabs. The first one will display essential CPU and memory statistics, ensuring that your utilization levels are optimum. From the start-up tab, make sure that all of the listed applications are actually intended for initiation at bootup. 

For example, as you can see in the image below, the Web Companion app from Lavasoft may not belong on the start-up list and should ideally be removed.

2. Always read the fine print in ads, pop-ups, and software updates 

When installing new software, we frequently click on the “next” or “accept” button without going into the fine print. This could pose an issue — you could inadvertently allow an application or even malware to creep into the system, which will later require IT intervention to resolve. A good rule of thumb is to install a pop-up blocker for whichever browser you’re using, and take time to read through the ad text which appears. If you come across a personalized ad such as “a free recharge is awaiting your mobile number” report to IT immediately, as this means that your data could have been breached. 

3. Use a password manager to keep track of account details 

Resetting account passwords was among the top three Opens a new window types of service calls received by help desks in 2019. To reduce your dependence on IT for this simple issue, try a password manager. There are several free password managers out there that are globally recognized, including LastPass by LogMeIn, Zoho Vault, and Google’s very own Passwords.Google.com.

Source: passwords.google.com

These tools offer a secure place to store your password, including the websites to which they are attached and authentication mechanisms to prevent a breach. Some tools will even auto-assess your existing passwords to indicate their strength levels. A password manager can eliminate endless email trails and complex conversations with IT we frequently face for restoring account access. 

Learn More: Outlast Uncertainty: 5 Ways To Retool IT Budgets Now

4. Clear your browser cache to address below average speeds 

This simple step can dramatically increase your browsing speed and eliminate the need for lodging a complaint with the IT help desk. Here are the steps for clearing your browser cache on Chrome and deleting unnecessary temporary files from your work stations storage: 

• Open a new tab and press Ctrl + H. This fetches your browser’s history 
• On the top left click on the “Clear browsing data option” 
• On the window that will open, uncheck every box other than cached images and files. Chrome will display how much space you’d be saving by clearing the cache  
• Click on “clear data” and restart your browser.

On Mozilla you will find similar options under the privacy & security tab of the settings menu. 

5. Keep your device drivers up to date for uninterrupted functionality 

Your workstation should do this automatically, but sometimes a peripheral device like a headset, mouse, graphic tablet, or external storage could malfunction because your driver is out of date. To fix this, navigate to the search box on your taskbar, type in “device manager,” and press enter. From the list of connected devices that appears, find the one that’s causing trouble and choose “Update driver” from the right click menu.

Even as you keep the drivers up to date, it is a good idea to maintain a cloud backup of all your data in case you cannot revive a storage device. Remember to check-in with IT when backing up work data on the cloud. Most companies today leverage cloud-based collaboration systems like Microsoft 365, or G-suite — so make sure to use these resources intelligently. 

Learn More: 3 Device Management Challenges For Modern IT Operations (And How to Overcome Them) 

6. Follow hardware maintenance best practices to extend its shelf life 

Device inspection is the #1 reason why most users raise a ticket. Given that your workstation is facing above-average pressure during this WFH period, it is likely that you will face hardware issues. It can take IT several days or weeks to fully replace an endpoint device, after a thorough inspection and a complex approval process. It is much easier to follow hardware maintenance best practices that preempt any damage. 

• Invest in a surge protector that will protect your PC from voltage flux 
• Clean out the workstation’s fan and vents so that it doesn’t get too hot
• Keep your workstation away from eating areas so that crumbs or dust don’t get into the keyboard 
• Work from a spacious, well-ventilated room that keeps your workstation cool 

System damage is both difficult and costly to address, causing unprecedented downtime in a period when IT’s access to your workstation is limited. These four simple best practices can go a long way in extending your hardware’s shelf life and reducing dependence on IT. 

If All Else Fails, Turn to User Forums

By adhering to the six action points that we discussed, you can achieve a greater degree of self-sufficiency when it comes to device management. But inspite of this if you face any issue, it is advisable to check out online user forums specific to your device or platform. Almost every workstation OEM  and productivity suite provider has an exhaustive user forum in place, chockfull of experience-based insights. These can help in simple troubleshooting so that you only reach out to IT for the most critical of issues. 

Has your dependence on IT increased after starting to work from home? Comment below or let us know on LinkedInOpens a new window , TwitterOpens a new window , or FacebookOpens a new window . We’d love to hear from you!