The 5 Most Common IT Support Helpdesk Questions Answered

March 1, 2024

If you are a business operating in today’s market, the need for IT managed services and IT support is a must. The implementation of IT support for businesses is of utmost importance, no matter the size of the organisation.

You may be wondering now, if you are one of the businesses already savvy enough to have instilled managed IT support into your organisation, what are the most common IT support helpdesk questions that businesses ask day to day?

Keep reading to find out the most common IT support helpdesk questions, and their answers!

Common IT Support Helpdesk Question: How do I reset my Password?

The 5 Most Common IT Support Helpdesk Questions Answered - Adept IT Solutions | IT Service and Support Newcastle, Hunter and Central Coast

It is an incredibly common IT support helpdesk question, and actually a highly recommended suggestion, for users to routinely reset their passwords. Often this is required due to a system breach, or a compromised account. However, routinely resetting your password yourself is a proactive approach to combatting malicious attempts from accessing your account.

In many cases, resetting your password is as simple as hitting the “forgot my password” button when attempting to login to your account. This then proceeds to send through an email to your connected account, with a step-by-step process on resetting your password.

This process is incredibly common, however there have been instances in recent years where malicious individuals use this process as a gateway into accounts they should not have access to.

In scenarios where you have a managed IT service, this process is more secure, as you are in contact with the IT support team who will complete this process with and for you.

This ensures that cybersecurity practices are followed meticulously, ensuring that you and your business remain safe from cyber attacks and any similar malicious intentions through account logins.

If you are ever unsure of how to proceed when attempting to reset your password, it is always best to contact your IT support team, or organisation owner, to ensure you are following safe practices.

Common IT Support Helpdesk Question: Is this Email Spam or Malicious?

The 5 Most Common IT Support Helpdesk Questions Answered - Adept IT Solutions | IT Service and Support Newcastle, Hunter and Central Coast

As technology continues to develop, the ways in which hackers and malicious individuals can attempt to access sensitive information has increased in both volume and complexity. This is why a common IT support helpdesk question is in regards to seeing if received emails are spam or malicious.

The first step when receiving any email is to identify if the content is deemed as suspicious. If there is any doubt whatsoever in regard to who has sent the email, the content involved, or even just the way it is formatted, it is always best to treat it as malicious, just to be safe.

Signs of a suspicious email can be from unknown senders, unfamiliar domains, contain suspicious attachments or links, and requests urgent information that may be sensitive or personal.

Spam emails are, in general, unsolicited, and unwanted junk emails that are sent out in bulk to a public recipient list. Often, spam email can be harmless, and merely a means of companies sending out marketing material in bulk to a number of emails to promote their business.

However, in many cases, these spam emails can in fact contain material that has been sent in an attempt to trick recipients into letting their guard down.

If ever you receive an email that sounds similar to the content mentioned above, there are steps you can take to reduce the potential impact and risk of the email.

  • If you are certain the email is malicious, delete it.
  • Do not click on any links.
  • Do not click on any images.
  • Do not open any attachments.
  • Block the sender, preventing them from having access to send further emails.
  • If you have managed IT support, be sure to report the email to them to investigate.

Common IT Support Helpdesk Question: How do I get Faster Internet?

The 5 Most Common IT Support Helpdesk Questions Answered - Adept IT Solutions | IT Service and Support Newcastle, Hunter and Central Coast

A faster internet speed can be incredibly beneficial for businesses, especially in today’s current technological climate. Not only does faster internet increase productivity across the board, but it allows for more efficient file sharing and collaboration, as well as future proofing your organisation for technology advancements.

But a common IT support helpdesk question is simply, how do I get faster internet?

The first step in the process of getting faster internet, is identifying what your current speeds are. Many Internet Service Providers (ISPs) provide their own speed test pages, or you can use a third-party one such as https://www.speedtest.net.

Now that you know your speeds, it is time to look into how you can optimise it and improve it.

Your first option is to identify your ISP, and current plan capabilities. Generic plans will often have a cap on the speeds that you can achieve. Business plans, however, have much greater capabilities when it comes to overall download and upload speed, as well as ping. Upgrading to a business plan is a vital first step in achieving faster internet speeds.

If you are already on a business plan, or are simply seeking to improve your current internet speeds, optimising your network is crucial to ensuring your needs are met. If you are using Wi-Fi, there are a number of tips to help improve your internet speeds:

  • Position your router in a central location to your devices, away from obstacles and interference sources.
  • Use a modern router that supports the latest Wi-Fi standards.
  • Alternatively, you can switch to wired connections, via an ethernet connection, for the best chance of improving your internet speeds.

Common IT Support Helpdesk Question: Why is my PC Running Slow?

The 5 Most Common IT Support Helpdesk Questions Answered - Adept IT Solutions | IT Service and Support Newcastle, Hunter and Central Coast

Another incredibly common IT support helpdesk question is “Why is my PC running slow?”. This question, whilst asked quite frequently, can have many different answers depending on the context and circumstances of the device.

There are many factors involved, such as the age of the device, as well as its hardware, usage and even the way the PC is setup to run. Let’s take a look at some helpful tips to improve your PC speeds.

Random Access Memory (RAM) is one of the more important parts of a PC. If your PC doesn’t have sufficient RAM for the tasks you are intending on doing on your device, it may struggle. RAM is one of the simpler components of a PC to upgrade, and putting more into your PC can help with handling multiple tasks simultaneously and reducing sluggish performance.

Limited storage space is another answer to this common IT support helpdesk question. Running low on disc space (generally is the C: Drive) can impact your PC’s performance, as it struggles to write temporary files and cache data, leading to slower speeds.

Software bloat is the accumulation of unnecessary software, toolbars, browser extensions, and background processes that can consume system resources and slow down PC speeds. The solution to this problem is to uninstall unused programs and browser extensions. Performing system audits is also a helpful step, as it will identify where your PC speed is slowing down from, and why.

Common IT Support Helpdesk Question: How do I add Users to Security Groups?

The 5 Most Common IT Support Helpdesk Questions Answered - Adept IT Solutions | IT Service and Support Newcastle, Hunter and Central Coast

Another common IT support helpdesk question is in regard to adding users to security groups. Adding users to security groups is a fundamental task in managing access controls and permissions within an organisation’s IT structure.

It is important to know what a security group is, to begin with. Security groups are collections of user accounts, computers and devices that share common security requirements. They are used to simplify the management of access control by assigning permissions and right to multiple users or objects simultaneously.

Security groups are important as they scale effectively to how organisations grow and evolve. New users can easily be added to existing groups, and additional groups can even be made to accommodate any business structure or personnel changes.

To follow a helpful guide from Microsoft for how to add users to security groups, click here.

Contact Adept IT Solutions today!

These five common IT support helpdesk questions are among many solutions and assistance that we provide for our valued customers. Contact Adept IT Solutions today, and allow your business to focus on what matters to you, while we handle your IT support needs.

We offer a number of additional services that will strongly benefit your business. If you would like more information about our full range of IT Managed Services, contact us on 1300 4 23378 (ADEPT) or email us at info@adept-it.com.au.

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