Tech-speak translated: what your MSP really means when they say “its user error”
When your MSP says, “It’s user error,” what they really mean is:
đč “Your computer isnât broken⊠but your decision-making process might be.” đč “Somewhere between your keyboard and your chair, things went sideways.” đč “The system is working fine⊠itâs just struggling to work around you.” đč “We love you, but letâs not blame the tech for a âyouâ problem.”
But donât worry! A good MSP wonât just point fingersâweâll gently guide you back to victory⊠and maybe send you a helpful tutorial. đ
First call of the day: a panicked user screaming, “I CAN’T PRINT!” đšïžđ You ask the most dreaded question: âDid you try turning it off and on again?â đ Silence. Then: ââŠOh, itâs working now.â đ€Š You resist the urge to sigh loudly and mark the ticket âresolved.â â
đ„ 10:30 AM â The Firewall Fiasco
A client calls: âWe canât access our emails! Everything is blocked!â đ§đ« You check the firewall logs. Someone at their office blocked their own IP address because they thought “Allow All” meant “Allow Me, Not Everyone Else.” đ„đ Deep breath. You fix it. You warn them. You know theyâll do it again next week.
đ 12:00 PM â Lunch? Whatâs That?
You think you have time for a break. Then the boss says: âHey, can you quickly check on a server? Shouldnât take long.â đ« It takes long. đ°ïž You eat a cold sandwich over the keyboard đ„Șđ» while RDP-ing into a dying server that has ignored every scheduled update for the last three years. đŽââ ïž
đ 2:00 PM â The Mystery of the Vanishing Files
A user swears they âdidnât delete anything.â đ You check the logs. They dragged their entire folder structure into the Recycle Bin. đïž They blame âthe system.â đ You restore the files and secretly rename them âDefinitely_Not_Deletedâ just to make a point. đ
đ 4:00 PM â The âCriticalâ Call
Client: âI canât log in!â đ You check their credentials. They are⊠incorrect. â Them: âBut I ALWAYS use this password!â You: âYou changed it last week.â Them: ââŠOh yeah.â đ€Ą
đš 5:30 PM â Home Time? Maybe?
Just as youâre about to leave, a P1 ticket appears: âEverything is down.â đšđ Your heart stops. đ You check. Someone unplugged the switch to charge their phone. đđ±đ€ You fix it. You log out. đ You drive home in silence, mentally preparing to do it all again tomorrow. đđš
đ Why a Proactive IT Approach Saves More Money Than Reactive Support đ°
Many businesses still operate on a “fix it when it breaks” IT modelâbut this can be costly in the long run. A proactive IT strategy prevents issues before they happen, reducing downtime, emergency expenses, and security risks. Here’s how:
â Minimizes Downtime â Prevents critical failures that can halt operations and cost businesses thousands per hour. â Cuts Emergency IT Costs â No more paying for last-minute fixes, premium labor, or expedited parts. â Prevents Cybersecurity Breaches â Regular updates and monitoring help avoid ransomware attacks, which can cost millions in fines and recovery. â Extends Hardware & Software Lifespan â Proactive maintenance keeps systems running efficiently, delaying costly replacements. â Boosts Productivity & Efficiency â Reliable IT means fewer disruptions, faster performance, and happier employees. â Predictable IT Budgeting â Fixed costs with an MSP model eliminate unexpected IT expenses. â Ensures Compliance â Avoids legal fines by staying ahead of data protection regulations like GDPR & HIPAA.
The Bottom Line? A proactive IT approach isnât just about avoiding issuesâitâs about saving money, improving efficiency, and ensuring business continuity. Don’t wait for a disaster to strike! đ„
Are you still relying on reactive IT support? Letâs talk about how a proactive strategy can benefit your business! đ
Why Your Printer Hates You: A Therapistâs Guide to Troubleshooting
Ah, the humble printerâonce your trusted companion, now your sworn nemesis. Before you throw it out of the window, let’s explore the deep-seated issues in your toxic relationship and find a path to healing.
Step 1: Acknowledge the Trauma
Your printer has hurt you. It has ghosted you when you needed it most, spat out half-hearted attempts at communication, and even gaslit you into believing you never sent that print job. Take a deep breath. You are not alone.
Step 2: Identify the Underlying Issues
Like any troubled relationship, the conflict is rarely about just one thing. Consider the following:
Communication Breakdown â Is it really connected to Wi-Fi, or is it just pretending?
Emotional Avoidance â Low ink? Paper jam? Maybe it just doesnât want to deal with you today.
Passive Aggression â It prints, but only in faded streaks. A cry for help, perhaps?
Commitment Issues â It recognises your computer⊠but wonât respond to it.
Step 3: Set Boundaries and Expectations
Restart both yourself (deep breaths) and the printer (hard reset).
Check its emotional (and ink) levelsâdoes it need a refill?
Speak its love language: Use the correct paper, clean the printheads, and update the drivers.
Step 4: When to Walk Away
If, after all your efforts, it still refuses to change, it may be time to let go. Some relationships arenât meant to last forever, and that’s okay. Recycle responsibly and move on to a newer, more reliable modelâone that actually wants to print for you.
Your printer doesnât actually hate you. It just has commitment issues. But with a little patience, mutual understanding, and the occasional hard reset, maybeâjust maybeâyou can find a way to work things out.
Why Backup and Disaster Recovery is critical for (BDR)
Backup and Disaster Recovery (BDR) is critical for any business, particularly for an MSP managing multiple clients. Hereâs why:
1. Data Loss Can Be Devastating
Data is the foundation of modern businesses. Whether itâs customer records, financial data, or operational files, losing critical data can disrupt business operations or even force a company to close permanently.
2. Rising Cyber Threats
Ransomware, malware, and cyberattacks are becoming increasingly sophisticated. Without proper backups, businesses may be left with no choice but to pay ransoms or suffer irreversible data loss.
3. Hardware Failures & Human Error
Servers crash, hard drives fail, and employees make mistakes (accidental deletions, overwriting files, etc.). A robust BDR solution ensures recovery is quick and seamless.
4. Compliance & Legal Requirements
Many industries are subject to strict regulations (e.g., GDPR, ISO 27001, FCA) that mandate secure data retention and recovery strategies. Failing to comply can result in heavy fines and legal consequences.
5. Minimised Downtime & Business Continuity
Every minute of downtime costs money. A well-implemented disaster recovery plan ensures businesses can resume operations quickly, protecting revenue and reputation.
Confessions of an IT Support Desk: Weirdest Requests Weâve Ever Gotten
Working in IT support is like being a digital detective, a therapist, and a magician all in one. Most days, weâre resetting passwords, fixing network issues, and reminding people to âturn it off and on again.â 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 weâve ever received:
1. âCan You Fix My Cup Holder?â
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 trayâwhich they had been using as a drink holder.
2. âThe Internet Is Down⊠But Only on My Left Sideâ
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 cableâit literally didnât reach when they moved their laptop!
3. âMy Keyboard Is Broken. It Only Types in Capital Lettersâ
A panicked user thought their keyboard was malfunctioning because every letter came out in uppercase. The culprit? The Caps Lock key.
4. âI Need a New Mouse. Mine Wonât Work on This Paperâ
Someone insisted their mouse was broken because it wouldnât move properly on a white sheet of printer paper. Turns out, they had an optical mouse, and it wasnât tracking on the reflective surface. A mouse pad solved the problem.
5. âMy Computer is Making a Weird Beeping Soundâ
One user called in about an unusual beeping sound coming from their desktop. We asked if anything was flashing on the screen. Their response? âNo, but every time I press a key, it beeps.â They were holding down multiple keys at once, triggering the keyboard’s sticky keys function.
6. âCan You Email Me the Internet?â
A user once requested that we email them the entire internet so they could browse offline.
7. âMy Monitor is Blankâ (While Pointing at a Printer)
A user demanded help because their “monitor wasnât working.” When we arrived at their desk, they were staring at their printer.
8. âCan You Hack Into My Husbandâs Email?â
Nope. Just nope.
9. âThe Computer Isnât Working Because Itâs Too Heavyâ
One user thought their laptop wasnât turning on because they had put a large book on top of it and assumed the weight had “crushed the software.”
10. âCan You Move the Power Button? Itâs Too Farâ
Someone once asked if we could physically relocate the power button on their desktop tower because they didnât 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:
Something You Know â A password, PIN, or security question.
Something You Have â A smartphone, security token, or smart card.
Something You Are â 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 businessâs 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 organizationâs 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? đ Speak to us know Keyinsite Consultancy
MSPs Are Basically Tech Psychologists
We Diagnose Problems No One Can Explain â Just like a psychologist listens to vague symptoms and deciphers the real issue, MSPs take âThe Wi-Fi is slowâ or âNothing is workingâ and translate it into actual tech solutions.
We Deal with Emotional Breakdowns â People donât 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 itâs fixable (even when it isnât⊠yet).
We Prescribe Solutions â Whether itâs better cybersecurity habits, cloud migrations, or just âturn it off and on again,â weâre constantly recommending best practices to prevent future issues.
We Listen to Rants About âThat One Time IT Screwed Upâ â Clients love to bring up past IT traumas. Like therapists, we nod, acknowledge their pain, and assure them that we wonât do that to them.
We Get Blamed for Everything â Email down? Itâs the MSPâs fault. Printer wonât connect? Must be something we did. Even if we werenât involved, weâre still the ones who have to fix it.
We Guide Clients Through Change â Digital transformation, new software, or just updating passwordsâpeople resist change. We coach them through it, step by step, until they finally accept that yes, Teams is replacing Skype.
We Keep Secrets â We know whoâs been looking at dodgy websites, whoâs really bad at using Excel, and who reuses the same password everywhere. Like good psychologists, we keep these secrets locked away.
We Deal with Recurring Issues â 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 donât just manage ITâthey 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.
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:
Alignment with Strategy: IT systems and infrastructure are designed to support your strategic goals, such as enabling scalability, improving customer experience, or driving innovation.
Efficiency and Productivity: IT tools streamline operations, automate repetitive tasks, and improve employee productivity.
Data-Driven Decision Making: Effective IT systems provide actionable insights through analytics, helping leaders make informed decisions.
Flexibility and Adaptability: Modern IT solutions allow your business to adapt quickly to changes in the market or industry.
Cybersecurity: Robust IT security protects your data, reputation, and operations, ensuring business continuity.
Cost Management: IT investments are cost-effective and provide a clear return on investment.
Customer Experience: Technology enhances customer interactions through seamless communication, faster response times, and personalized experiences.
How IT Can Hinder Business Goals:
Misalignment with Strategy: Outdated or inappropriate IT systems fail to meet the needs of the business, leading to inefficiencies or missed opportunities.
Complexity: Overly complicated systems or tools that aren’t user-friendly can frustrate employees and slow down workflows.
Downtime and Reliability Issues: Frequent outages, slow systems, or technical glitches disrupt operations and customer service.
Lack of Integration: Disconnected systems can lead to silos, redundant data entry, and poor collaboration across departments.
Inadequate Support: If IT doesnât respond quickly to issues or doesnât proactively address business needs, it can cause bottlenecks.
Security Risks: Poorly managed IT systems increase vulnerability to cyberattacks, data breaches, and compliance failures.
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 ITâs 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
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