Ensuring that an IT help desk or service desk is running hassle free at all times is an ongoing challenge for enterprises across the world. IT is the backbone of the modern organization – all employees are highly dependent on efficient running of IT services. It is, therefore, not surprising that they expect an instant resolution for the IT issues they run into on a frequent basis.

Especially towards the end of holidays, complications seem to arise at a faster pace and at greater volumes. As employees return to work, there is a barrage of requests for password resets. Sounds like a simple task, but owing to its repetitive nature when multiplied by the number of employees across the organization, this endeavour becomes rather challenging and time-consuming.