User error named top IT problem as survey reveals odd mishaps

SolarWinds has released survey results highlighting the most common IT challenges and mishaps, with "user error" topping the list of offenders.

According to a survey of 437 global IT professionals, conducted by SolarWinds, 33% of respondents identified user error as the most frequent IT issue that disrupts their work. This type of mistake, often involving everyday mistakes with technology, was cited as being particularly common among non-IT colleagues.

The research also found that 20% of IT staff describe the failure to log a helpdesk ticket as the biggest IT crime committed by staff outside of the IT department. When colleagues fail to record an issue formally, it can prevent IT teams from tracking, prioritising, and resolving problems efficiently.

Clicking on suspicious links-often a gateway for security breaches-was cited by 14% of IT professionals as a major recurring problem. Other common issues included ignoring essential system updates (12%), weak or forgotten passwords (11%), and employees bringing unauthorised devices into the workplace environment (7%).

Memorable incidents

The survey collected a range of notable anecdotes from IT teams that exemplify the challenges they face. These included a keyboard marked with blood being dropped at the helpdesk and the discovery of dead rodents inside a processor. In another case, what appeared to be a "haunted" computer was traced to a tabby cat playing with a forgotten wireless mouse.

Not all reports to the IT team are technology-related, either. IT professionals recalled receiving requests to fix a Tesla, provide a new calculator, or investigate a leaky sink. Some situations referenced outdated technology, such as an employee who tried to use their computer's disc drive as a coffee holder or a printer that supposedly "fell" into a deep fat fryer.

SolarWinds referenced separate research indicating that 61% of IT professionals resolve most issues within five to fifteen minutes. However, when dealing with non-IT-related tickets or unusual requests, the process can consume time and resources across the business.

Expert perspective

"Halloween or not, most tech errors aren't supernatural, they're human. As amusing as these spooky IT stories are, user error can have serious consequences for today's businesses. When IT teams investigate an issue, they should always assume user error first rather than going full Ghostbusters.

"Clearly, the scariest thing for any IT team is a problem that never makes it into the system. If colleagues log issues promptly and follow the right processes, IT teams can work their magic and exorcise most gremlins before they turn into real security risks."

The statement comes from Sascha Giese, Tech Evangelist at SolarWinds, who urged businesses to ensure their staff members report IT issues and follow company protocols to enable efficient resolution and prevent security risks.

User behaviour and impact

The survey results suggest that repetitive and preventable user errors accumulate to create a significant drain on IT resources, with mistakes ranging from forgotten passwords to ignoring security updates. Such behaviours, when widespread, require IT departments to spend additional time educating users and addressing basic security protocols.

While many cases of "IT crime" are the result of inattention rather than negligence, the findings underscore the continued importance of user education, as well as robust IT ticketing and resolution processes within organisations. Businesses are encouraged to support their IT teams by adopting practices that make issue reporting easy and by reinforcing clear guidelines over what should, and should not, be directed to technology professionals.