Reducing Help Desk Tickets

Reducing Help Desk Tickets: Strategic IT Management

The IT help desk represents a critical component of every organization’s IT infrastructure. However, a significant amount of help desk resources are consumed by an unexpected culprit: password resets. Makes sense – we all forget passwords. According to the Ponemon Institute, “30-50% of all IT help desk calls are for password resets.” This seemingly mundane task can consume an inordinate amount of IT resources. GateKeeper Enterprise offers a solution to the pervasive issue of reducing help desk tickets.

Understanding the Extent of the Problem

To visualize the magnitude of the issue, consider a manufacturing firm with 1,000 employees. Let’s assume a conservative estimate that 30% of all IT help desk calls are related to password resets. If each employee makes even one password-related help desk call per year, that’s 300 calls.

Assuming it takes a help desk technician about 20 minutes to process each call (including verification, reset, and follow-up), that equates to 6,000 minutes or 100 hours per year spent on password resets alone. This time could be spent on more valuable tasks, such as improving system security or implementing new IT solutions.

The Cost Implication

The financial implications are also significant. According to Gartner, the average cost of a single IT help desk call is $15. Considering our previous example, the cost of 300 password-related calls per year would amount to $4,500 – a considerable amount spent on a relatively simple and mundane task.

Reducing Help Desk Tickets with the Right Solutions

GateKeeper Enterprise password manager provides a robust solution to this issue with its proximity-based automated login system.

a) Reduced Password Resets: With GateKeeper Enterprise, users no longer need to remember or manually input complex passwords. The system authenticates users based on their physical presence, significantly reducing the likelihood of forgotten passwords and the need for password resets.

b) Time and Cost Savings: Given our previous scenario, if GateKeeper Enterprise could reduce password reset calls by just 50%, the company would save 50 hours of technician time and $2,250 per year. These resources could be reallocated to other vital areas of IT, increasing overall departmental efficiency.

c) Enhanced Security: While reducing help desk calls, GateKeeper Enterprise also enhances security by providing multi-factor authentication and ensuring that computers are automatically locked when users walk away.

d) Improved User Experience: Besides benefitting the IT department, GateKeeper Enterprise also provides a seamless user experience by eliminating the need to remember and input passwords, reducing user frustrations and productivity loss due to login issues.

In conclusion, password resets represent a significant drain on IT resources. However, with GateKeeper Enterprise, organizations can drastically reduce the time, cost, and frustration associated with password resets. This solution not only streamlines the login process but also allows IT departments to focus on more strategic tasks.

Capterra Best Value for Authentication Jun-20
Capterra Ease of Use for Authentication Jun-20

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