The Most Common IT Support Tickets We See at Hogan Technology
In the world of managed IT services, no two days are exactly the same, but patterns definitely emerge. At Hogan Technology, we support a wide range of small and mid-sized businesses, and over time we have noticed a handful of IT issues that come up again and again.
Understanding these common tickets can help businesses plan better, reduce downtime, and improve overall security. Here is a look at the most popular IT support requests we receive, and what they mean for your organization.
Employee Onboarding and Offboarding
By far, one of the most frequent categories of tickets we receive involves employee changes. Whether a company is growing or restructuring, onboarding and offboarding users is critical and time sensitive.
Common onboarding requests include:
- Creating new user accounts (email, Microsoft 365, line-of-business apps)
- Setting up computers, laptops, and mobile devices
- Assigning permissions and access to shared files
- Configuring email, VPN, and security tool
Offboarding is just as important, if not more so:
- Disabling user accounts immediately
- Revoking access to systems and data
- Securing company-owned devices
- Preserving emails and files for compliance or management access
Proper onboarding and offboarding is not just about convenience, it is a major security concern. Delays or missed steps can leave sensitive data exposed.
Password Resets
If there is one thing every IT provider can count on, it is password reset requests.
From forgotten passwords to expired credentials, these tickets are a daily occurrence. While they may seem minor, frequent password issues can disrupt productivity and frustrate employees.
To reduce these tickets, many organizations are moving toward:
- Self-service password reset tools
- Password managers
- Multi-factor authentication (MFA)
These solutions not only cut down on support requests, they also significantly improve security.
Printer and Driver Issues
Printers continue to be one of the most stubborn sources of IT headaches.
Some of the most common printer-related tickets we see include:
- Printer drivers failing or going missing after updates
- Users unable to print after switching computers
- Network printers appearing offline
- Incorrect default printer settings
Printers may not feel mission critical, but when they stop working, business often grinds to a halt, especially in offices that rely on printing invoices, reports, or forms.
Suspected Phishing and Security Alerts
Fortunately, we are seeing more users speak up when something looks suspicious, and that is a good thing.
Many tickets start with messages like:
- “Is this email legitimate?”
- “I clicked a link, should I be worried?”
- “This invoice does not look right.”
These reports help us:
- Identify phishing attempts early
- Block malicious senders
- Protect other users in the organization
- Respond quickly if credentials are compromised
Employee awareness is one of the strongest defenses against cyber threats, and we encourage users to report anything that feels off.
Why These Tickets Matter
While these issues are common, they are also meaningful indicators of where businesses can improve their IT processes. A proactive IT strategy, combined with the right tools and training, can reduce many of these tickets before they ever reach the help desk.
At Hogan Technology, our goal is not just to fix problems, it is to help our clients prevent them.
If you are seeing a lot of the same IT issues in your organization, it may be time to take a closer look at your systems, security, and workflows, fill out the form and let Hogan Technology take a look.