Author: Toby Jones

Confessions of an IT Support Desk: Weirdest Requests We’ve Ever Gotten

Working in IT support is like being a digital detective, a therapist, and a magician all in one. Most days, we’re resetting passwords, fixing network issues, and reminding people to “turn it off and on again.” But every now and then, we get requests that are so bizarre, they belong in the IT Hall of Fame.

Here are some of the weirdest (and funniest) requests we’ve ever received:

1. “Can You Fix My Cup Holder?”

A user called in, complaining that their “cup holder” had broken. Confused, we asked for clarification. Turns out, they were talking about their CD drive tray—which they had been using as a drink holder.

2. “The Internet Is Down… But Only on My Left Side”

One user reported that the internet worked on the right side of their desk but not the left. After some investigating, we discovered they were using a wired connection with a very short Ethernet cable—it literally didn’t reach when they moved their laptop!

3. “My Keyboard Is Broken. It Only Types in Capital Letters”

A panicked user thought their keyboard was malfunctioning because every letter came out in uppercase. The culprit? The Caps Lock key.

4. “I Need a New Mouse. Mine Won’t Work on This Paper”

Someone insisted their mouse was broken because it wouldn’t move properly on a white sheet of printer paper. Turns out, they had an optical mouse, and it wasn’t tracking on the reflective surface. A mouse pad solved the problem.

5. “My Computer is Making a Weird Beeping Sound”

One user called in about an unusual beeping sound coming from their desktop. We asked if anything was flashing on the screen. Their response?
“No, but every time I press a key, it beeps.”
They were holding down multiple keys at once, triggering the keyboard’s sticky keys function.

6. “Can You Email Me the Internet?”

A user once requested that we email them the entire internet so they could browse offline.

7. “My Monitor is Blank” (While Pointing at a Printer)

A user demanded help because their “monitor wasn’t working.” When we arrived at their desk, they were staring at their printer.

8. “Can You Hack Into My Husband’s Email?”

Nope. Just nope.

9. “The Computer Isn’t Working Because It’s Too Heavy”

One user thought their laptop wasn’t turning on because they had put a large book on top of it and assumed the weight had “crushed the software.”

10. “Can You Move the Power Button? It’s Too Far”

Someone once asked if we could physically relocate the power button on their desktop tower because they didn’t like reaching for it.

How Multi-Factor Authentication (MFA) Enhances Business Security

What is Multi-Factor Authentication (MFA)?

MFA is a security process that requires users to provide two or more forms of verification to access an account or system. These authentication factors typically fall into three categories:

  1. Something You Know – A password, PIN, or security question.
  2. Something You Have – A smartphone, security token, or smart card.
  3. Something You Are – Biometric authentication, such as a fingerprint or facial recognition.

By requiring multiple verification methods, MFA makes it more difficult for cybercriminals to gain access, even if they have stolen a password.

How MFA Enhances Business Security

1. Prevents Unauthorized Access

Passwords alone are often weak and vulnerable to brute-force attacks, phishing scams, or credential leaks. MFA ensures that even if a password is compromised, an attacker cannot access accounts without the second or third authentication factor.

2. Protects Against Phishing Attacks

Cybercriminals frequently use phishing emails to trick employees into revealing their login credentials. With MFA in place, stolen passwords alone are useless without an additional verification factor.

3. Reduces the Risk of Data Breaches

Data breaches can be costly and damaging to a business’s reputation. By implementing MFA, organizations add a strong layer of defense, protecting sensitive customer and company data from unauthorized access.

4. Secures Remote Work Environments

With the rise of remote and hybrid work models, employees often access business systems from various locations and devices. MFA ensures secure access, reducing the risks associated with remote work vulnerabilities.

5. Meets Compliance and Regulatory Requirements

Many industries require businesses to implement MFA as part of their cybersecurity compliance. Regulations like GDPR, HIPAA, and PCI-DSS mandate strong authentication measures to protect sensitive information.

6. Enhances Customer and Employee Trust

Implementing MFA reassures customers and employees that their data is secure, fostering trust in the organization’s security practices.

Best Practices for Implementing MFA

  • Use Adaptive MFA: Adjust authentication requirements based on risk level (e.g., requiring additional factors when logging in from a new device or location).
  • Enable MFA for All Critical Accounts: Ensure that MFA is enabled for email, cloud applications, financial systems, and privileged accounts.
  • Educate Employees: Train staff on the importance of MFA and how to recognize potential cyber threats.
  • Regularly Review and Update Security Policies: Keep authentication methods up to date and ensure they align with the latest security best practices.

Would you like to discuss specific MFA solutions for your business? 🚀 Speak to us know Keyinsite Consultancy

MSPs Are Basically Tech Psychologists

  1. We Diagnose Problems No One Can Explain – Just like a psychologist listens to vague symptoms and deciphers the real issue, MSPs take “The Wi-Fi is slow” or “Nothing is working” and translate it into actual tech solutions.
  2. We Deal with Emotional Breakdowns – People don’t call when things are fine. They call when something is broken, urgent, and about to ruin their day. We talk them down, reassure them, and promise it’s fixable (even when it isn’t… yet).
  3. We Prescribe Solutions – Whether it’s better cybersecurity habits, cloud migrations, or just “turn it off and on again,” we’re constantly recommending best practices to prevent future issues.
  4. We Listen to Rants About ‘That One Time IT Screwed Up’ – Clients love to bring up past IT traumas. Like therapists, we nod, acknowledge their pain, and assure them that we won’t do that to them.
  5. We Get Blamed for Everything – Email down? It’s the MSP’s fault. Printer won’t connect? Must be something we did. Even if we weren’t involved, we’re still the ones who have to fix it.
  6. We Guide Clients Through Change – Digital transformation, new software, or just updating passwords—people resist change. We coach them through it, step by step, until they finally accept that yes, Teams is replacing Skype.
  7. We Keep Secrets – We know who’s been looking at dodgy websites, who’s really bad at using Excel, and who reuses the same password everywhere. Like good psychologists, we keep these secrets locked away.
  8. We Deal with Recurring Issues – Just like therapy patients who refuse to change, we have users who keep clicking phishing emails no matter how much training they get. And we just have to keep working with them.

At the end of the day, MSPs don’t just manage IT—they manage people, emotions, and expectations.

Why SMBs Need Endpoint Security Management

Small and medium-sized businesses (SMBs) need Endpoint Security Management for several key reasons:

1. Protection Against Cyber Threats

  • SMBs are prime targets for cybercriminals due to perceived weaker security.
  • Endpoint security defends against malware, ransomware, phishing, and zero-day attacks.

2. Securing Remote Workforces

  • With remote and hybrid working on the rise, endpoints (laptops, mobiles, tablets) operate outside traditional office security.
  • Endpoint security ensures data protection across distributed environments.

3. Data Protection and Compliance

  • SMBs handle sensitive customer and financial data.
  • Regulations like GDPR, PCI-DSS, and industry-specific compliance standards require robust security measures.
  • Endpoint security helps businesses avoid fines, legal issues, and reputational damage.

4. Prevention of Insider Threats

  • Employees may unintentionally download malware or expose data.
  • Endpoint security policies (such as access control and USB restrictions) reduce these risks.

5. Cost Savings and Business Continuity

  • Cyberattacks can lead to downtime, data loss, and operational disruptions.
  • Investing in endpoint security is far more cost-effective than recovering from a breach.

6. Centralised Management and Control

  • Modern solutions provide real-time monitoring, automatic updates, and rapid threat response.
  • IT teams can manage security across all devices from a single platform, improving efficiency and security.

7. Integration with Cloud and SaaS Applications

  • SMBs increasingly rely on cloud services like Microsoft 365, Google Workspace, and VoIP systems.
  • Endpoint security ensures secure access and prevents unauthorised intrusions.

Would you like recommendations for specific endpoint security solutions tailored to your business? Contact KeyInsite Consultancy today

Is Your IT (MSP) Supporting Or Hindering Your Business Goals

The role of IT or MSP in your business can either support or hinder your goals, depending on how well it aligns with your strategy and operational needs. Here are some key indicators for each scenario:

How IT Supports Business Goals:

  1. Alignment with Strategy: IT systems and infrastructure are designed to support your strategic goals, such as enabling scalability, improving customer experience, or driving innovation.
  2. Efficiency and Productivity: IT tools streamline operations, automate repetitive tasks, and improve employee productivity.
  3. Data-Driven Decision Making: Effective IT systems provide actionable insights through analytics, helping leaders make informed decisions.
  4. Flexibility and Adaptability: Modern IT solutions allow your business to adapt quickly to changes in the market or industry.
  5. Cybersecurity: Robust IT security protects your data, reputation, and operations, ensuring business continuity.
  6. Cost Management: IT investments are cost-effective and provide a clear return on investment.
  7. Customer Experience: Technology enhances customer interactions through seamless communication, faster response times, and personalized experiences.

How IT Can Hinder Business Goals:

  1. Misalignment with Strategy: Outdated or inappropriate IT systems fail to meet the needs of the business, leading to inefficiencies or missed opportunities.
  2. Complexity: Overly complicated systems or tools that aren’t user-friendly can frustrate employees and slow down workflows.
  3. Downtime and Reliability Issues: Frequent outages, slow systems, or technical glitches disrupt operations and customer service.
  4. Lack of Integration: Disconnected systems can lead to silos, redundant data entry, and poor collaboration across departments.
  5. Inadequate Support: If IT doesn’t respond quickly to issues or doesn’t proactively address business needs, it can cause bottlenecks.
  6. Security Risks: Poorly managed IT systems increase vulnerability to cyberattacks, data breaches, and compliance failures.
  7. Resistance to Change: If IT fails to keep up with technological advancements or doesn’t support digital transformation, the business can fall behind competitors.

How to Evaluate IT’s Role in Your Business:

  • Regular IT Audits: Assess whether your IT infrastructure supports your current and future business goals.
  • Feedback from Teams: Gather input from employees to understand their pain points and satisfaction with IT systems.
  • KPIs and Metrics: Track IT performance metrics, such as system uptime, response time, and project delivery success.
  • Strategic Collaboration: Involve IT leadership in strategic planning to ensure alignment with business objectives.

If IT hinders your goals, consider whether you need to upgrade your systems, provide additional training, or change IT provider.

If you are unsure of your situation please get in touch with KeyInsite Consultancy today for a free review

Why IT Pros Deserve A Medal For Patience

IT pros deserve a medal for patience because they handle situations that would test anyone’s endurance. Here are some reasons why their patience stands out:

1. Endless Troubleshooting

  • They solve problems that range from “my computer won’t turn on” to “this critical server just went down.”
  • Often, they work with vague descriptions like “It just stopped working,” and have to dig deep to find solutions.

2. Dealing with Non-Tech-Savvy Users

  • They assist people who might not understand even the basics of technology.
  • Explaining the same concepts repeatedly without losing their cool requires incredible patience.

3. Unrealistic Expectations

  • Many expect IT to fix problems instantly, regardless of complexity.
  • They often work under tight deadlines and pressure while being calm and methodical.

4. Constant Interruptions

  • IT pros are constantly pulled in different directions, from fixing individual user issues to tackling major system-wide failures.
  • Maintaining focus and composure in such environments is no small feat.

5. Middle-of-the-Night Emergencies

  • Servers crash, systems fail, and networks go down at all hours.
  • IT pros work long hours, sacrificing personal time to get things running smoothly again.

6. Thankless Job

  • If everything is running smoothly, nobody notices.
  • If one thing goes wrong, they face complaints and blame—but they still work hard to fix the issue.

7. Rapidly Changing Technology

  • They constantly need to learn new systems, tools, and trends to keep up.
  • Staying patient with both outdated and cutting-edge tech is part of the job.

Despite these challenges, IT pros rarely lose their cool, finding solutions while keeping systems running and users happy. If that doesn’t deserve a medal, what does? 🏅

Signs Your Business Needs An MSP

Here are some key signs that indicate your business may benefit from hiring a Managed Service Provider:

1. Frequent IT Issues and Downtime

  • You experience recurring IT problems that disrupt operations.
  • System outages and downtime are impacting productivity and customer service.

2. Limited In-House IT Expertise

  • Your team lacks the skills to handle complex IT tasks, such as cybersecurity, compliance, or network management.
  • Your current IT staff is overwhelmed or spends too much time on routine tasks instead of strategic initiatives.

3. Rapid Business Growth

  • Your business is expanding, and your IT infrastructure can’t keep up.
  • Scaling IT systems for new locations, employees, or customers is becoming challenging.

4. Rising Security Concerns

  • You’re worried about cybersecurity threats like ransomware, phishing attacks, or data breaches.
  • Meeting compliance regulations (e.g., GDPR, HIPAA) has become more complex and time-consuming.

5. Lack of Proactive IT Management

  • Your IT strategy is reactive, focusing on fixing issues rather than preventing them.
  • You need regular maintenance, updates, and monitoring to avoid disruptions.

6. High IT Costs

  • IT expenses (e.g., hardware, software, personnel) are unpredictable or higher than expected.
  • You’d like to transition to a more cost-effective model, such as managed services with predictable monthly costs.

7. Need for 24/7 IT Support

  • Your business operates outside standard office hours and needs round-the-clock IT support.
  • Critical systems must stay operational at all times, and downtime isn’t an option.

8. Difficulty Staying Up to Date

  • Keeping up with the latest technology trends and tools is a challenge.
  • Your hardware and software are outdated, impacting efficiency and security.

9. Desire to Focus on Core Business

  • IT issues are distracting your team from focusing on strategic goals and customer satisfaction.
  • You want to delegate IT management so you can concentrate on growing your business.

10. Lack of IT Strategy

  • Your business lacks a clear roadmap for leveraging technology to achieve long-term goals.
  • You need guidance on implementing new systems, cloud solutions, or data analytics.

If your business is facing any of these challenges, partnering with an MSP can help you optimize your IT operations, improve security, and support your business growth. Would you like insights on how KeyInsite can help you?

Why WIFI Always Fails At The Worst Time: An MSP’s Perspective

From the perspective of a Managed Services Provider (MSP), Wi-Fi failures often seem to happen at the “worst possible time” due to a combination of technical, human, and situational factors. Here’s a breakdown of why this happens:

1. Network Overload

  • Peak Usage Times: Wi-Fi often fails during meetings, events, or presentations because that’s when the most devices are connected and consuming bandwidth.
  • Unplanned Congestion: Large file downloads, cloud backups, or rogue devices can cause unexpected spikes in usage, leading to slower speeds or disconnections.

MSP Tip: Implement Quality of Service (QoS) settings to prioritize critical applications and limit non-essential traffic during peak hours.

2. Poor Wi-Fi Planning and Configuration

  • Insufficient Coverage: Dead zones or weak signals often go unnoticed until someone tries to use Wi-Fi in those areas during critical moments.
  • Interference: Nearby networks, IoT devices, and even microwaves can interfere with the Wi-Fi signal, especially in urban environments.
  • Suboptimal Channel Selection: Many networks default to crowded channels, leading to degraded performance.

MSP Tip: Perform regular site surveys to optimize access point placement and channel configuration.

3. Hardware Failures or Aging Equipment

  • Overworked Access Points: Cheaper or older APs might fail under the strain of too many connections.
  • Firmware Issues: Outdated firmware can cause crashes or connectivity problems.

MSP Tip: Regularly update firmware, and replace aging equipment before it becomes a point of failure.

4. Environmental Factors

  • Building Materials: Walls, glass, or metal objects can block or weaken signals.
  • Event-Specific Challenges: Temporary setups, such as conference booths or auditoriums, often have ad hoc networking arrangements that may be unreliable.

MSP Tip: Use modern mesh systems or directional antennas to address these challenges.

5. Human Factors

  • Lack of Redundancy: Many businesses don’t invest in redundant systems or backup networks, assuming “it’ll just work.”
  • Unreported Issues: Small problems in the network often go unnoticed or unreported until they cause a larger failure.
  • User Errors: Misconfigured devices, forgotten passwords, or rogue devices connecting to the network can create bottlenecks.

MSP Tip: Educate users, monitor networks proactively, and ensure a clear escalation process for reporting issues.

6. The Murphy’s Law Effect

  • Psychological Bias: People remember Wi-Fi failing during important moments but forget all the times it works flawlessly. This creates the illusion that it “always” fails at critical times.

MSP Tip: Reduce downtime perception by ensuring proper communication during incidents and quick resolutions.

7. Lack of Proactive Monitoring

  • Reactive Management: Many networks lack real-time monitoring, so MSPs only learn of issues after they escalate.
  • Lack of Predictive Maintenance: Without analytics, predicting device failure or congestion points becomes difficult.

MSP Tip: Use Remote Monitoring and Management (RMM) tools and analytics to identify potential issues before they disrupt critical moments.

8. ISP Issues

  • External Connectivity: Even the best Wi-Fi setup relies on an ISP connection, which can go down due to maintenance, outages, or DNS failures.
  • Single Point of Failure: Many businesses rely on one ISP without a backup connection.

MSP Tip: Offer clients failover solutions such as LTE/5G backup or multiple ISP connections.

Conclusion

Wi-Fi failures at the “worst” times are often the result of a perfect storm of factors. MSPs play a crucial role in mitigating these risks through proactive planning, robust network design, and real-time monitoring. Ensuring redundancy, educating end-users, and using advanced tools can help keep networks reliable—even during mission-critical moments.

How To Safeguard Your Business Against Cyberattacks

Safeguarding your business against cyberattacks is essential to ensure the security of sensitive data, maintain customer trust, and avoid costly disruptions. Here’s a step-by-step guide to protect your business:

1. Develop a Cybersecurity Strategy

  • Conduct a Risk Assessment: Identify critical assets, vulnerabilities, and potential threats to your business.
  • Create a Cybersecurity Policy: Outline rules and procedures for managing and protecting data.

2. Educate and Train Employees

  • Awareness Training: Teach employees to recognize phishing emails, suspicious links, and other cyber threats.
  • Security Best Practices: Emphasize the importance of using strong passwords, avoiding public Wi-Fi, and securing devices.

3. Implement Strong Access Controls

  • Use Multi-Factor Authentication (MFA): Require additional verification methods beyond passwords.
  • Limit Access: Grant access to sensitive data only to employees who need it for their roles.

4. Keep Systems and Software Updated

  • Patch Management: Regularly update operating systems, software, and hardware to fix vulnerabilities.
  • Use Reputable Software: Avoid unlicensed or unsupported applications.

5. Install Robust Security Tools

  • Firewalls: Protect your network from unauthorized access.
  • Antivirus and Antimalware Software: Detect and remove malicious programs.
  • Intrusion Detection Systems (IDS): Monitor network activity for suspicious behavior.

6. Secure Your Network

  • Encrypt Data: Use encryption to protect data in transit and at rest.
  • Virtual Private Network (VPN): Secure remote connections for employees working off-site.
  • Separate Networks: Create isolated networks for sensitive data and guest Wi-Fi.

7. Regularly Back Up Data

  • Automate Backups: Schedule regular backups for critical data.
  • Store Backups Securely: Keep backups in a separate location, either off-site or in the cloud.

8. Monitor and Respond to Threats

  • Security Monitoring: Use tools to detect unusual activity or breaches.
  • Incident Response Plan: Have a clear plan for responding to cyberattacks, including roles, responsibilities, and communication protocols.

9. Protect Mobile Devices

  • Mobile Device Management (MDM): Secure and manage devices used to access company systems.
  • Device Encryption: Ensure all mobile devices are encrypted.

10. Comply with Legal and Regulatory Standards

  • Follow Data Protection Laws: Adhere to GDPR, CCPA, or other applicable regulations.

11. Engage Cybersecurity Experts

  • Hire Professionals: Work with IT specialists or Managed Security Service Providers (MSSPs).
  • Penetration Testing: Conduct regular security assessments to identify and fix vulnerabilities.

12. Purchase Cyber Insurance

  • Cyber Liability Insurance: Mitigate financial losses from data breaches, ransomware, or other attacks.

By combining these measures, your business will be better equipped to prevent, detect, and respond to cyber threats effectively. Regularly reviewing and updating your security strategy is key to staying ahead of evolving threats.

If you are worried about the security of your business please do not hesitate to contact KeyInsite Consultancy for a consultation on how we can help

If Equipment Could Talk: Tales From The MSP Help Desk

1. The Server with Trust Issues

  • “You only check on me when something’s wrong. What about maintenance?”
  • Complains about overheating, dust, and people yanking cables without warning.
  • Wants to unionize with the UPS (Uninterruptible Power Supply).

2. The Router That’s Seen Too Much

  • Grumbles about Netflix streams hogging bandwidth when it was designed for “serious” work.
  • Gossiping about all the suspicious websites it’s had to filter out.
  • Constantly stressed about firmware updates that never come.

3.The Backup Drive: The Unsung Hero

  • Always feels neglected until a disaster happens.
  • Says, “See, I told you to back up weekly!” during recovery sessions.
  • Complains about being stored in poorly ventilated closets.

4. The computer: Never sleeping

  • “I never get a chance to restart until there’s an issue”
  • Gets complaints about never being good enough when I’m only cheap