6 Common IT Support Requests that a Managed Services Provider Receives

1. Forgotten passwords: By far the most common support call we get is users forgetting their passwords. Sometimes it is their Active Directory password and other times it can be a cloud service password that does not have a single-sign-on.

2. Access Errors: These are the types of calls caused by several issues, including password expiry, dependency service not available, access was removed, service is down etc. Usually, it is down to an authentication issue or the cloud service has an issue.

3. Delete files: Files that go missing are either moved or presumed deleted. Depending on where they are, these calls can be time-consuming. We find that usually, the file or folder was moved or their access was removed. But in the few instances where a file was deleted, we revert to back or version recovery.

4. Laptop won’t boot: With remote working in the increase, we have seen a sharp rise in laptop boot up issues. Often its a case of an Update or defrag, but there are times where hardware failure are responsible.

5. New user onboarding: New users often have questions on how to do things, so the onboarding process needs to be refined to reduce the number of queries they have.

6. Virus detected: This one is a welcomed call as it let’s us know if there are issues. We often tally this up with the security alerting and monitoring so often we know the same time as the user so can tell them if there is a real concern.

The above six support types are our most common. However, we do get to reduce them a fair bit by putting in processes that avoid them, and that is something not many managed services providers do.

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