A new study released by SupportSoft, a provider of technology-glitch automation software, evaluated about 2 million call logs for 20 large global companies and found five problem areas contribute to 75% of the calls corporate help desks get. SupportSoft has been analyzing corporate call logs quarterly for the last two years, but this is the first time it has made its findings public, says James Morehead, the company's VP of product marketing. Corporate IT help desks receive calls regarding password problems (20%), including the need to reset them, systems issues (16%), such as hardware failures, enterprise software problems (16%), such as trouble accessing Enterprise Resource Planning applications, connectivity issues (12%), like trouble accessing a Virtual Private Network and e-mail complaints (11%), like being unable to open a message.
News source: InformationWeek
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