How to Unlock or Reset Your Help Desk’s Password Using Self-Service3 min read

Good news! You can unlock or reset the password of your help desk using self-service

Every day of our lives, we use technologies that require login. This mean that we are obliged to memorize a different password anytime we want to access some platform. And this  from smartphones, tablets or PCs to every account we use to work and entertain.

Then on average, 33% of users must memorize more than 10 passwords… No wonder why we repeatedly get confused and find ourselves unlocking or resetting our different passwords. For this reason, it is important to have the self-service so we could unlock or reset our password easily. 

According to experts, 30% of calls and tickets processed in Help Desk services are related to password unlock or reset.

Why reseting or recovering an old password have become such a problem?

The main reason is because IT platforms across the industry have different policies to create passwords?

We are asked to change passwords every 30 or 60 days and when we do it, we can’t recycle the old ones. So, we are forced to invent new words or combinations too difficult to remember. This is why we regularly block our passwords… and we usually do it when we are in a hurry.

Now, Imagine that one of your employees tries to access to his/her corporate account from his/her PC. But this happens just when he/she has to submit a report at the meeting starting in 10 minutes.  

After entering the password several times, controlling the caps, numbers and special characters… the account just blocks for his/her total despair!

This may seem rare…Truth is, it is really common

Your employee forgot that the same thing had happened just last week, when he/she tried to access from his/her cell phone.  And in that occasion, he/she had called to your company’s Help Desk provider, and after a good deal of time, finally managed to reset the darn password.

Your employee was smart enough to instruct his/her phone to “remember password”… but such instruction wasn’t extended to his/her other devices. For this reason, your employee will have to redo the same process all over again. With this, he/she will be losing valuable time in calling to your Help Desk’s provider. This, instead of focusing on tasks that add more value to their roles and for your company.

There is a solution to every problem!

The good news is: this problem can be solved more efficiently through self-service password unlock or reset.

If you allow employees to unlock or reset their passwords through self-service, they will have more time to do more for your company. As a result, they will also help you to save money. 

Recent researches indicate that capturing Level 1 support calls in your Help Desk costs around $22 each one.

Let’s picture how it works:  Figuring out what happened with the account takes around 10 minutes. Finding the Help Desk number and waiting for answer takes -hopefully- another 10 minutes. Finally, reseting or unlocking the password takes 10 more minutes.  

In sum, every time one of your employees calls your Help Desk to unlock or reset passwords they valuable time. Doing some calculations, they will spend about 30 minutes of your time and $22 of your money. Do the maths and get your own conclusions.

We offer you automated tools to unlock, reset and synchronize corporate accounts in less than a minute. And you can do this with any  any associated device. Like this, new passwords will be automatically updated in the rest of the devices, whether cell phone, tablet or PC (iOs or Android).

Reduce operating costs related to supporting calls by close to 30%, and cut down tickets in your Help Desk related to Self-service Password Unlock or Reset.

At Gb Advisors, we offer you the training, support, and advice you need to choose and deploy in your organization the help desk of your choice and the one that best suits your needs.

We bring you a series of products,  that give you the perfect solution to enable your Help Desk users to unlock or reset their passwords anywhere, anytime.

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