Top 5 common hardware failures in a Service Desk environment
The Service Desk is dedicated to addressing reports from end users regarding both software and hardware issues. This article focuses specifically on the most frequently reported hardware failures resulting from routine use of IT resources and individual user interactions.
Enumerating each identified issue:
- Network failures
- Printer or multifunctional toner issues
- Keyboard and mouse malfunctions
- Computer equipment failures
- Telephony issues
1. Network Failures
This article addresses wired network issues, particularly concerning cable failures. Users may experience disruptions due to cable or node damage caused by careless handling, leading to immediate network interruptions on their computers and affecting their operations.
To mitigate such hardware failures, users are advised to handle cable connections with care during disconnection and reconnection. Support teams should ensure cables are securely connected to prevent damage, while maintaining accessibility for users when disconnecting is necessary.
This preventive approach targets one of the most common hardware failures in business environments.
2. Printer or Multifunction Device Toner Failures
Printers or multifunction devices commonly experience various failures, from paper jams to toner depletion. Typically, these issues stem from normal usage and are resolved through equipment maintenance.
Additionally, connectivity issues may arise, often indicating a network problem rather than a machine malfunction.
It’s crucial to emphasize proper user practices to prevent failures due to mishandling of multifunction devices. For instance, opening or pulling a cover without care can trigger sensor errors on printers. Incorrectly closed covers may display errors on the screen, rendering printing impossible.
3. Keyboard and Mouse Failures
Service Desk may also receive reports of keyboard and mouse failures. Keyboard issues typically involve non-functional keys or the computer failing to recognize the keyboard.
With mice, common reports include dysfunctional buttons or the cursor not moving on the computer screen.
These issues are often caused by improper handling, such as excessive button pressing or rough mouse movements, which can damage buttons and the optical lens.
It’s recommended to handle assigned equipment with care and avoid having food on the desk. If beverages are present, caution should be exercised to prevent liquid spills, which can cause serious malfunctions.
For button-related damage on keyboards or mice, corrective maintenance can often resolve the issue. However, if the damage involves the cable, equipment replacement may be necessary.
These hardware failures can be prevented with proper staff training.
4. Computer equipment failures
When a computer fails to power on, a series of questions are posed to the user to identify the issue and provide support as quickly as possible. The inability to start a computer is critical as it halts all user activities.
The initial step is to determine whether the computer is a laptop or desktop. For laptops, the issue may stem from the charger. For desktops, potential problems include power cable issues, loose connections with the power button, power supply issues, or UPS malfunctions, among others.
To prevent electrical-related failures, it’s recommended that computers be connected to a surge protector or UPS, even for laptops. This ensures that in case of power fluctuations, the UPS can provide sufficient backup power to save data and safely shut down the computer.
If the issue lies with the computer’s power supply unit, it will need replacement. For laptops, battery replacement may be necessary if the issue is battery-related. If the problem involves the charger or adapter, repairs are possible, and if not severe, the component can be replaced.
It’s important to note that a computer failing to power on may also indicate damage to the hard drive, motherboard, or charging port, especially in laptops or all-in-one desktops.
Also read: Service Desk – Computer Slowness Issues
5. Telephony Failures
Telephony issues often involve network-related issues, though users frequently report issues such as lack of sound.
In these cases, hardware failures may be attributed to the headset or retractable cable. It’s crucial to ensure everything is properly connected, without loose connections or damage to connectors.
Headset issues often stem from improper use. Rough handling can damage internal speakers, prompting users to adjust cables for better sound quality, necessitating replacement of damaged parts or cables.
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Originally Published on July 7, 2017 by Omar Salinas, Updated on April 26, 2023
