IT issues are a common occurrence in most workplaces. Our busy IT support Service Desk deals with between 2,000-3,000 support calls from our customers each month, dealing with a diverse range of issues that can affect any businesses’ IT operations.
We’ve analysed our data from the past 6 months and uncovered the most common questions our Service Desk receive. Here they are, along with our top tips for rectifying and preventing them in your business.
1. Password resets
Let’s face it: we’ve all forgotten our password on more than one occasion. So, it’s no surprise this is the most popular question our IT Service Desk is asked on a daily basis.
Strong, individual passwords are now particularly crucial, preventing cyber criminals from gaining access and keep your systems locked down. However, this means your business users have a range of complicated passwords which are difficult to remember, making password reset requests more common.
Giving users access to a password vault or storage tool is useful for reducing this issue. We recommend using the one available in your web browser, such as Microsoft’s password manager in Edge. Your manager tool should utilise encryption, multi-factor authentication and cross platform compatibility. This allows for easy filling of your passwords across various business applications and accounts, while maintaining good security practices.
2. Login errors
There’s nothing more frustrating than not being able to log in to your accounts. It also happens very often.
Often these occur due to user error. Ask yourself: have you put capitals in the right place? Have you used the right email? Are there any typos you’ve accidentally made? Always double check your credentials as you input them to avoid this. A password manager again can also help with this by automatically filling in stored log in credentials.
In some cases, you may get locked out due to too many login attempts, which can require more support. Other common issues include cache problems or an unstable internet connection.
If the issue persists, your IT support provider should be able to guide you to a solution: from resetting your password to more complex fixes.
3. New user setups
As new people join your organisation, you need to ensure they have accounts on all the platforms they’ll use to do their job well. As such, we are often asked to setup new users. This involves Active Directory account creation, Office 365 account creation and license application.
This isn’t really an issue you can avoid, but you can simplify the process by using an IT support provider. We do this by asking the requester to fill in a ‘new user form’, detailing the new employee’s name, position and any special access they require.
Tools like Microsoft’s Active Directory can also simplify new user set up, giving you a centralised location to manage accounts and permissions.
4. Deleted file restore
The panic of not being able to find a file you spent hours working on is never welcomed. However, we deal with a lot of accidentally deleted files. In most cases, these can be recovered from your recycle bin.
If you have deleted a file from the server and you can’t see it in the recycle bin, this is where you might need IT support. We recommend all our clients to have backup in place (either on-site or cloud), which we can then access to recover the deleted file.
This allows you to get the files you need back, avoiding wasted time having to redo work.
5. Overwriting or not saving files
In the same vein as deleted files, we often get issues with incorrect file versions or unsaved changes. If you’ve spent time working on something which now lost, it can send a chill down your spine.
Common practices to avoid this include having auto-save enabled, frequently saving documents and following file name conventions to avoid duplicate file names. However, this isn’t much use if the document is already lost.
People often assume that if they forget to save a document before closing or overwrite something, those previous changes are then lost. The likelihood is that you have auto recover enabled within Microsoft 365, where we can access previous versions.
We can also quickly roll back to previous versions, especially in documents saved within a SharePoint environment. Temporary files can also be accessed in this way. This ensures your latest work is reclaimed, so you don’t have to work on it again.
How can external IT support help you overcome common issues?
The issues listed here are frequent in any business. Although they can often be resolved simply, if they occur frequently it can a significant drain on resource. This is especially tricky if you have a small IT team in-house.
Engaging external IT support can be a lifeline. External providers bring specialised knowledge and experience across a wide range of technologies, ensuring that issues are resolved quickly and effectively.
By outsourcing IT support, internal resources can be redirected towards strategic initiatives and revenue-generating activities. This not only improves overall efficiency but also reduces the burden on internal staff, preventing burnout and allowing them to concentrate on their primary responsibilities. Moreover, external support can provide scalability, allowing businesses to adjust their IT resources as needed without the overhead of hiring and training additional in-house personnel. It’s also highly cost-effective.
Finally, external IT support often provides cost-effective solutions. Instead of maintaining a full-time IT staff, businesses can pay for support services on an as-needed basis or through a managed service agreement. This eliminates the costs associated with salaries, benefits, and ongoing training, while still ensuring access to professional IT assistance. Additionally, external providers typically have access to advanced tools and technologies, which can be expensive for individual businesses to acquire. This allows even small and medium-sized enterprises to benefit from enterprise-level IT support, improving their overall operational efficiency and competitiveness.
If you’re considering outsourcing your IT support, our guide will tell you everything you need to know about switching for internal to external IT.
