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The biggest single cause of helpdesk calls are password problems, according to a survey from SupportSoft.

The biggest single cause of helpdesk calls are password problems, according to a survey from SupportSoft.

The specialist software supplier’s findings showed that five groups of problems account for three quarters of all calls to helpdesks, with one in five calls being made over password problems, including resets and unlocking for applications.

System issues, ranging from hardware failure to performance, caused 16% of calls, which came in level with enterprise application issues.

Connectivity issues, including remote access setup and virtual private network (VPN) complaints, made up 12% of calls, with e-mail problems just behind on 11%. Of these, settings problems and send/receive issues were most commonly cited.

The SupportSoft IT Headache Index was compiled by analysing the total volume of call drivers of nearly 2 million call logs from more than 20 large corporations. The companies included in the analysis have an average revenue of nearly US$25 billion and average about 75,000 employees each.

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