In today's digital environment, technology plays an essential role in business operations. It drives productivity, enhances customer experience and fuels innovation. However, this increasing reliance on technology also exposes businesses to a range of IT issues that can disrupt workflows, reduce productivity and negatively impact the user experience.
As a managed service provider, we monitor customer network performance and provide round-the-clock support to customers of all sizes. We highlight the top 5 common issues that IT supports face every day. If you are committed to optimising your IT resource allocation and refining your strategies, read on to discover effective solutions for resolving these challenges.
Top 5 Common IT Support Issues Businesses Facing
1). Managing Password and Account Issues
Let's face it, we've all been there. Returning from a joyful holiday only to find that we've forgotten the password to our computer. Password and account issues are among the most frequently encountered challenges following long holidays. We understand the frustrations and urgency of regaining access to their computers. Our agents use AI tools to speed up the user authentication process and help users quickly unlock account lockouts and reset passwords. Having these routine password support frees up customers’ IT to focus on strategic priorities rather than basic helpdesk calls.
2). Resolving Mobile Device Connectivity Issues
As work from everywhere becomes common, users frequently connect to their different networks depending on their location. Whether working from home, on the road, or back in the office, access to online applications and resources is essential. However, switching between different Wi-Fi and corporate networks can introduce connectivity challenges.
According to our experience supporting users, common fixes that resolve over 90% of problems include having users forget existing Wi-Fi networks and re-enter login credentials. Another consistently effective solution is ensuring proxy server settings are correctly configured for each new network connection.
3). Troubleshooting Network Connectivity Issues
In today’s digital workplaces, we rely heavily on online applications, even minor disruptions to network access can significantly impact productivity. The most common network connectivity problems our support teams encounter include slow and unreliable internet access, causing laggy online meetings and poor call quality. With remote network monitoring tools, our support teams can quickly diagnose with MOS (Mean Opinion Score), bandwidth utitlisation, Wi-Fi signal strength, etc.
4). Assisting with Hardware Malfunctions
Modern offices rely heavily on technology. Hardware issues with these technologies can significantly impact productivity if not addressed promptly. Our support centre begins by performing remote troubleshooting for common problems such as non-functional displays, non-responsive network switches and malfunctioning peripherals. If needed, field engineers are dispatched to swiftly repair or replace devices on-site, minimising downtime disruption for users and help get businesses back up and running.
5). Dealing with suspicious activities and Malware Infections
With cyber threats continually evolving, it has become increasingly important to identify and remediate any compromised endpoints as quickly as possible. Some common issues our support teams encounter involve users accidentally installing malware by visiting malicious websites or downloading infected email attachments. This can allow intruders to gain access to systems and harvest sensitive data. We also see suspicious failed login attempts, which could indicate credential stuffing or brute force attacks in progress. Two top suggestions to clients from our Service Delivery Managers are leveraging our Security Operation Centre (SOC) for proactive threat monitoring and migrating email service to Microsoft 365 which comes with cybersecurity protections.
Break free from unforeseen IT challenges
Technology problems will certainly continue to disrupt businesses as they digitally transform in the middle of IT talent shortage. However, there is a solution that can alleviate some of these challenges. By outsourcing some of the common tasks such as password resets, software updates and helpdesk support to our Enterprise Managed Services (EMS), you will instantly have:
- Instant access to a multi-skilled team of professionals with technical expertise in network management, phone system administration, application support and cybersecurity.
- Round-the-clock support by our 24x7 EMS Centre to swiftly troubleshoot your IT issues.
- Integrated on-site engineers capable of efficiently resolving multiple issues in one go.
- A flexible extension to offload your IT team from handling ad hoc, non-core and repetitive tasks that exceed your in-house IT resources.
With EMS, this would allow you to concentrate on planning strategic network upgrades, implementing new applications, exploring opportunities like AI adoption and driving your digital transformation forward more effectively.
Talk to us today to learn how Enterprise Managed Services can become your IT team's powerful extension, helping your business navigate IT challenges and accelerate digital transformation.
HKT has worked with New World Development Limited to provide innovative and reliable IT solutions for their Greater Bay Area stores. NWD adopts a new hybrid and multi-functional working model, combining multi-cloud applications and comprehensive HKT Enterprise Managed Services (EMS) to drive business growth, improve operational efficiency, and facilitate NWD's continuous expansion in Mainland China, particularly in the Guangdong-Hong Kong-Macao Greater Bay Area. HKT is also contributing towards digital practice and workflow with augmented service level agreement (SLA).
HKT collaborates with Sino Group to provide HKT Enterprise Managed Services (EMS) for their Grand Central project located in East Kowloon, offering comprehensive support for real estate development and property management enterprises.