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11 IT FAQs (Frequently Asked Questions) Your Business Should Know By Now
Ever feel like your team spends more time figuring out their tech than actually using it? You’re not imagining things.
According to a study by Gartner, nearly half of digital workers—47%—struggle just to find the information or tools they need to do their jobs. That includes basics like resetting a password, dealing with a slow computer, or figuring out why the printer isn’t working again.
These aren’t isolated issues—they’re daily interruptions that cost your business time and money.
This guide rounds up the most common IT FAQs businesses face and gives you clear answers you can put into practice. You’ll also see why it pays off to teach employees a few tech basics, instead of letting your help desk carry the entire load.
11 real IT FAQs every business should be ready to answer
If your business doesn’t have clear answers to these questions, you're losing more time and money than you think.
1. Are your employees still submitting tickets just to reset their passwords?
If the answer is yes, that’s costing your team hours over the course of a month.
Password resets are one of the most common IT support requests—yet they’re also one of the easiest to fix. Set up self-service password reset tools tied to your email account or Microsoft Office 365 desktop.
It also helps to roll out company-wide two-factor authentication. That way, even if someone’s password is guessed, your data stays protected.
Most importantly, your employees won’t have to call the helpdesk every time they forget a login—saving your support team from repetitive tickets.
2. How do you handle deleted files—and do your staff know the process?
One of the most common IT FAQs usually involves files.
Deleting the wrong file can mean hours of lost work. But if your team is using OneDrive, an external hard drive, or any kind of cloud-based backup, there’s usually a way to get it back.
The problem? Most employees don’t know where to look. Train them to check the Recycle Bin, use file recovery software, or call the support team before assuming the worst.
Make sure someone on-site or on your IT provider’s end is tracking how data is backed up and how long it’s stored. That includes hard drives, shared folders, and even email attachments that hold critical documents.
3. Do you know what to check when a machine starts running slowly?
A slow computer doesn’t just frustrate employees—it drags down your operation. This is one of those questions your business should be able to answer without escalating to the support provider every time.
Ask your team: Is there enough storage space? Are automatic updates enabled? Are we running antivirus scans regularly? On a Windows 10 machine, slowness could mean an outdated patch or too many startup programs.
On Macs, it might be due to system preferences that haven’t been reviewed in a while. Either way, it’s a sign that you need documented best practices for computer maintenance.
4. Can your remote employees connect to the VPN without calling for help?
If your staff is remote, they need smooth VPN access. If they can’t connect to the company network, they can’t access shared drives, submit a request to IT, or open internal tools.
This is a key part of remote work readiness. Make sure the VPN is configured to reconnect automatically and that every user knows how to verify their identity using authentication tools.
Don’t wait for issues to happen—include VPN setup in onboarding for new hires, whether they’re using Windows 10 or macOS.
5. Do new hires know how to configure their email accounts on all devices?
When someone new joins your team, their first ask is usually: “Can you help me set up my email?” That’s fine—once. But if every email account setup goes through your help desk, that’s a bottleneck.
Give your team access to a support FAQ or self-service guide that walks them through setup on their mobile device, desktop, and laptop.
Include common troubleshooting tips like syncing issues, attachment problems, or inbox limits. That way, you’re not dealing with email every time someone gets a new phone.
6. Do your staff know what to do when the printer doesn’t work?
Printing problems are more disruptive than they seem. Print jobs that disappear, stalled queues, or a printer that refuses to connect are all common complaints.
Staff should know how to clear the print queue, check if the device is connected to the right Wi-Fi, and restart both the printer and computer if needed. Provide basic steps for both Windows and macOS users.
These small issues shouldn’t end in support tickets—they should be resolved on the spot with simple, clear instructions.
7. What if a keyboard suddenly stops working? What should your staff try first?
This question sounds like a hardware problem in IT FAQs—but it’s not always.
A keyboard that stops responding could be a driver issue, a power supply problem, or a system crash. If your employees don’t know what to check, it turns into a support call when it doesn’t need to be.
They should test different USB ports, check the batteries on wireless models, and reboot the system. For Windows, the Device Manager can help identify if the keyboard driver is failing.
For Macs, a quick restart from the Apple menu may fix it. Having a checklist on-hand can save a lot of unnecessary downtime.
8. Are your employees trained on how to spot dangerous email attachments?
You can have the best anti-virus software in the world, but if your team opens a bad email attachment, the damage is already done. Email is still the most common path for malware, phishing, and ransomware.
Run regular security awareness sessions. Show real examples of fake invoices, spoofed sender names, and emails with urgent “payment required” subjects.
Teach staff to flag suspicious messages to your help desk and to avoid opening unknown attachments. Protecting your business starts with teaching your team how to read an inbox.
9. Do you have a plan for recovering data from an infected machine?
Let’s say a laptop gets infected. What happens next? If you don’t have a plan—or if your employees don’t know who to call—you’re wasting time and possibly losing data.
Step one is isolation. Take the machine offline. Step two is recovery. That’s where your backup strategy comes in.
Whether you're using an external hard drive or a cloud-based solution, staff should know what to expect and how long recovery might take. It also helps to have steps you can take documented in a support center or knowledge base.
10. Why does your inbox keep filling up—even when you delete emails?
If your business uses Microsoft Office or other cloud email tools, storage space still has limits. Deleted emails aren’t gone until the Trash or Recycle Bin is emptied. And large attachments can chew up storage fast.
Encourage your team to regularly archive emails, delete unnecessary attachments, and manage their inbox size proactively.
OneDrive can also be used to store attachments outside the email system. These small habits can prevent bounced emails, syncing issues, or worse—lost communications with clients.
11. What should your team do when they’re not receiving or sending emails?
In IT FAQs, email disruptions have always been an issue and can grind your business to a halt.
Whether it's a delay in receiving emails or issues sending them out, this question comes up often—especially during onboarding, after a system update, or when mailbox storage is full.
The first step is to check if the email server is online and whether the user is connected to the internet. If you’re using Microsoft Office 365 desktop, make sure the software is updated and properly authenticated.
Look into any “Send/Receive” errors and confirm that the inbox isn’t over its storage limit. Teaching your team how to run basic diagnostics before escalating to the help desk can reduce delays and help resolve issues faster.
Why your employees should know more about IT
If your staff depends on technology to do their jobs, they should understand the basics of how to keep it running. Here’s what your team should know—and why it matters.
They’ll resolve common issues faster
Problems like a slow computer, a mobile device not syncing, or a VPN connection failing don’t always need helpdesk intervention.
When employees know how to restart their computer, verify authentication settings, or clear the print queue, it cuts down wait time and gets them back to work.
They’ll follow safer security practices
Email attachments from unknown senders, weak passwords, and skipping updates can expose your business to serious threats.
Employees who understand basic information security, encryption, and antivirus software usage are less likely to fall for phishing scams or infect the network with malware.
They’ll make fewer support requests
Many of the questions we receive—like how to configure an app, delete a file, or recover documents from a recycle bin—are preventable with a little knowledge.
Teaching people how to use the self-service portal or access helpdesk FAQs means less pressure on your IT support provider.
They’ll keep your systems running smoother
When devices are set to automatically update, system preferences are properly configured, and there's awareness of how much storage space is being used, computers run better.
A well-informed team knows the answers to common IT FAQs and notices problems earlier and avoids unnecessary disruptions—whether they’re on Windows 10 or macOS.
They’ll make onboarding easier
Setting up new staff with access to their email account, printer, and Microsoft Office suite doesn’t have to be a time sink.
When your team knows the steps to submit a request or follow best practices for configuration, it saves hours during setup and helps new hires hit the ground running.
They’ll handle remote work more efficiently
With more employees working remotely, knowing how to connect to the company VPN, troubleshoot network issues, or access cloud-based tools without calling IT is a must.
This includes knowing how to verify your identity, resolve issues connected to the internet, and recover files without waiting.
Need to learn more about managed services? Contact us at 365 Managed IT
Running a business means you can’t afford to stop when someone’s email breaks or the printer won’t respond. That’s where 365 Managed IT comes in.
We’re not just a support team—we’re your partner in building an efficient, secure, and resilient IT environment that keeps your business running smoothly.
Have other IT FAQs? Facing frequent IT roadblocks? Let’s fix that.
Reach out to 365 Managed IT today and find out how we make IT work the way it should—quietly, reliably, and without getting in your way.
Frequently asked questions
What are the most common questions our IT support receives?
The support team regularly receives similar questions about slow computer performance, audio and video glitches, and syncing issues with Microsoft Office 365 desktop apps.
Other frequently asked questions include how to install the latest updates, how to submit a request through the support center, or how to resolve inbox syncing problems.
Creating a dedicated page for support FAQs can reduce ticket volume and streamline help desk operations.
How can we safely delete a file and still recover it later if needed?
One of the most common IT FAQs usually involves files.
Before you delete a file, make sure it’s not stored solely on a local hard drive—especially if you don’t have a backup. If it’s saved to OneDrive or another cloud-based system, file recovery options are available through version history or the recycle bin.
These steps you can take early help prevent permanent data loss and reduce strain on your support provider.
What should we do if an employee forgets their password?
If someone forgets their email address and password, they should start by using the self-service reset tool if it’s enabled. This avoids sending a request to the helpdesk and gives them faster access to their email account or Microsoft Office.
For better security, enable two-factor authentication across all accounts and store credentials using secure, easier to remember methods—never on sticky notes.
Why can’t I connect to the company VPN during remote work?
The most common reason users can’t connect to the VPN is due to incorrect authentication settings or weak internet connectivity.
First, check if you’re connected to the internet, then verify your identity with the proper credentials. VPN access is critical for remote work, so ensure your mobile device or laptop is configured properly before logging in.
How can we improve our security awareness around email attachments?
Educate your team on how to identify suspicious email attachments, especially from unknown senders. Attachments can carry malware, so use anti-virus software and train users to never open files unless verified.
Practicing information security through encryption, secure file sharing, and clear best practices reduces the risk of your systems becoming infected with malware.
How can we safely delete a file and still recover it later if needed?
Before you delete a file, make sure it’s not stored solely on a local hard drive—especially if you don’t have a backup. If it’s saved to OneDrive or another cloud-based system, file recovery options are available through version history or the recycle bin.
These steps you can take early help prevent permanent data loss and reduce strain on your support provider.
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