IT Teams Are Under Siege

Published 30th April 2007

Research reveals that IT teams straining under weight of employee computer problems...

43 per cent of UK employees wait in front of the IT team’s desk when they have a problem, according to research from Richmond Systems.

Richmond Systems, a leading provider of service desk software surveyed 150 people working in UK companies, employing less than 400 people, about how they seek IT support. Just under half of respondents said that they would speak to the IT team face-to-face while 30 per cent of people said that they would call about a problem. 15 per cent use office instant messaging and 13 per cent would email as soon as any issues arose.

Crucially, only 6 per cent of respondents use an IT service management system in their office.

“IT teams are faced with a continual tirade of messages, regarding problems from office personnel,” said Eric Wright, managing director at Richmond Systems. “Approaching the IT team in up to four different ways inevitably means that there is no proper log of issues and as a result, problems are forgotten and left unresolved.”

“To conquer constant requests for support, IT teams must enforce a company-wide customer support service, allowing them to log and track calls, as well as create an automated service for multiple complaints on the same issue,” Wright said. “The IT department must be supported financially to allow it to focus on strategic projects, and stop battling against individual queries.”

Company Profiles powered by ITReseller.com