By Dean Wiech
Helpdesk staffs are likely spending their days mired in mundane and repeated tasks that really, likely can be automated. Simple steps to improve their operations and gain efficiency are usually simple, can be efficient and likely can be save a great deal of resources for employees and organizations managing these processes. Even by automating such processes that have remained manual and out of date, IT leaders are better able to take steps to help their teams and departments focus on more pressing technology matters than resetting forgotten passwords and allowing employees the ability to take on these tasks themselves.
However, that’s part of the problem; managing the IT minutia. According to a recent survey, IT and helpdesk employees often are required to address a huge number of calls each day, with more than half of the 110 respondents indicating that their helpdesk receives more than 100 calls a week. Most of these calls are minor tweaks or quick fixes, important in and of themselves, but ultimately pretty easy to handle. Accordingly, more than 56 percent of respondents said the passwords needed to access their systems directly affects the number of calls the helpdesk receives. Likewise, complex password management means that employees need to reset their passwords on an ongoing basis. This leads to difficulty for employees to easily access their systems and information.
Many employees say that their employers require complex passwords and require them to change their passwords as often as every month to keep security protocols in place. This leads to a great deal of time wasted on password resets that could easily have been done by end users with access to tools that allow them to answer a few quick verification questions with a self-service reset password management tool.
Helpdesks receive an overwhelming number of calls, and these employees spend an inordinate amount of time on tasks that are simple, but time-consuming, such as password resets. Depending on the size of the organization, the helpdesk can be flooded with hundreds of password calls a week. Most of these issues are critical because they mean users cannot access their computers or any additional applications to get their work done. In a manual process, access and managing passwords can be a crucial issues. Without access there’s no productivity.
Users, then could save their helpdesks a good deal of time if they could reset their own passwords. People who are able to manage and re-set their own passwords and manage their own credentials are more productive; they cost the system less; and they are more secure to the organization because they can safely and securely reset their own passwords without having to contact the helpdesk, as well as increase the level of service for end users.
Self-service reset password managers allow users the ability to manage their own passwords, on the basis of a number of simple, predefined questions commonly accessed through a “forgot my password” button on their profile setting. Users provide the answers to a series of security questions and are allowed to easily re-enter their systems.
Employees and employers reap the benefits and time savings associated with automated solutions. When dealing with passwords (especially those that have been forgotten) there’s no better way to manage them than automated protocols, including self-service passwords resets. While password resets are one of the easiest IT tasks to manage, they also are one of the most distracting and time-consuming tasks IT professionals face. This and money wasted on these things is overwhelming, and it doesn’t have to be.
Read more here:: B2CMarketingInsider