Most asked questions for our IT service desk team

21 September 2022

As you can imagine, we get asked a wide range of IT support questions. We’ve compiled a list of frequently asked questions that our IT service desk often receives.

If you see your IT issue or question below, this can help you troubleshoot the problem. As always, if you’re a client and want to speak to a real person, not a robot reading from a script, please get in touch with our team today via 0845 257 8010 or logging a ticket on Lighthouse and let us help.

an it engineer helping colleagues on our 24/7 it helpdesk
an it engineer working on our service desk smiling at his screen
bluecube employees standing around a desk on our it service desk
image of an it engineer answering the phones on our it helpdesk
image of one of our it engineers smiling whilst working on the service desk and helping clients

What are the 5 most asked questions for our global IT service desk?

If you enjoy reading articles or watching videos on ‘the Web’s most searched questions’ or ‘most asked questions on Google’, then this blog will be right up your street.

Today we’re taking a look at the most asked IT queries for our IT helpdesk team.


1. UAM (User Account Management)

What is UAM? It's the creation and removal of users for different IT systems, also known as UAM (User Account Management).

For our clients, we manage adding and activating new employees onto their systems who have joined, and deactivating accounts of staff members who have left the company.

2. IT Equipment

When new starters join a company they require new equipment. Another of our most asked questions relates to carrying out builds, setting up laptops or devices and sending our clients the new IT equipment.

3. Replacement, Repairs & Updates

IT equipment, unfortunately, needs replacing or repairs at some point during its lifetime. And this can be due to a whole host of reasons from outdated software to accidental damage, theft or faults. One of our most asked questions is all about replacing, updating or repairing equipment.

4. Login Issues

Trouble logging into an account or system? We’re all human, and sometimes we forget our password, need a password reset, make a mistake when typing and lock ourselves out of an online account or systems. Not to worry, it happens to the best of us, and there’s no judgement here. We’ll get you back in and working again, in no time.

5. Connectivity Issues

Connectivity issues such as not being able to connect to a server, network or printer. This can be caused by a variety of different reasons from needing VPN access, out of date software, cable issues. Fixes range from a simple case of the classic ‘switching it off and on’ again, or something else entirely.


Other frequently asked questions to our IT service desk include being unable to access certain drives, mailboxes or needing access to old email; OneDrive or Outlook calendar issues; security issues, such as receiving scam or phishing emails, or requiring an audit; recovery of deleted or old files; and fixing a device’s camera or microphone.


Delivering efficient and personable IT support for businesses


Troubleshooting - IT Support FAQs

  • Computer or device not turning on

There are a couple of steps that you can take to troubleshoot the issue yourself. Check that the power cord is fully plugged into the socket and switched on - it’s an easy mistake, and hey, it happens to the best of us. If your device is connected to a power strip, check that the built-in circuit break hasn’t been activated, if it has, reset it and see if that switches on the computer.

Still no luck? Give us a call.

  • Your device freezes or crashes

When your computer, laptop or device suddenly freezes or crashes it can be due to a few different issues. Wait a few minutes first to see if it naturally sorts itself out and resumes to normal operations. If that doesn’t work, and you’re using a Windows computer, open Task Manager (by pressing Ctrl+Alt+Delete). There you’ll be able to see which programme isn’t responding and close it. If that doesn’t work, restart the device, and if that’s not solved the issue, give us a call.

  • Blank monitor screen

A monitor screen turning black could be as simple as it going into sleep mode, which should turn back on after you move the mouse around for a bit. But, if that’s not the cause, then check the power button – has the monitor been turned off? Are the cables properly plugged in?

  • Experiencing keyboard or mouse issues

Is your desktop mouse acting erratically? The most common cause is that it has become dirty underneath. Wipe with a cloth or sanitiser wipe to clean it. If its still playing up, it might require replacing or new batteries.

Both your keyboard and mouse have stopped working? This could be due to a connectivity issue, such as the battery running low if wireless, or the wires not being properly plugged in.

  • Unable to send or receive emails

Not receiving any emails or unable to send a message to your boss? Check that your device is connected to the internet, and that the email server isn’t experiencing any issues. When you’ve troubleshooted these, give your IT support provider a call. It could be that your emails have been set to work offline mode, or something that requires further investigation.


Contact Bluecube or log IT support tickets via our client portal, Lighthouse

Bluecube takes a ‘Follow the Sun’ approach to delivering IT support service. Our global IT service desk is 24/7, 365 days a year, and we have engineers located across the world, enabling your work to continue, no matter what time of day or night it is.

Bluecube’s Client Portal, Lighthouse, means that our clients have 24/7 and direct access to our IT helpdesk to request support. Here you can log tickets, check their status and manage your account from any desktop or mobile device.

We provide nationwide IT support services for businesses, and have staffed offices in Milton Keynes and London. Our managed IT support can help keep your business moving forward. Enquire today and find out how our specialist IT consultants can help. Call us on 0845 257 8010 or fill out our online contact form, and we’ll be in touch with you shortly.