So I’ve called the Help Desk before. I’ve been that person on the other end who becomes a statistic, a cost point in the never-ending battle to keep costs low, to stay more efficient. The reasons I’ve had to call the Help Desk are myriad, but more often than not it’s because I’ve locked myself out of something. It’s a pain point for all of us. If you ask organizations what common user issue their Help Desk staff is plagued with the most, it is password resets. In a recent research study we worked with the SANS Institute on, 42% of organizations stated that password reset requests were the number one reason users called most often – so at least I’m not alone.