Banal jobs are boring IT teams

A third of IT staff are frustrated by unnecessary tasks

IT support workers are becoming increasingly frustrated by mundane requests, according to research from SupportDesk. More than a third (36 per cent) of IT staff believe that unchallenging and unnecessary jobs are hampering their work.

In addition, 27 per cent of respondents said that between 25 and 50 per cent of jobs could be carried out without their help. Ten per cent said more than half their jobs could have been fixed by users and 13 respondents even said that over 75 per cent of jobs were unsuitable for qualified IT teams.

The survey was undertaken to discover the main issues facing IT teams. Managing time and limited resources also came out as a top annoyance – a burden that could be reduced if time wasn’t taken up with answering mundane requests that don’t require IT expertise, according to SupportDesk.

“With plenty of tools available to answer basic queries and help the support team to manage their time, it is strange that IT staff are being dragged down by time-wasting and mundane requests,” commented Eric Wright, managing director at Richmond Systems.

“The findings indicate that calls are not being logged effectively, making it hard for the IT team to manage their jobs. You can’t stop people asking ridiculous questions, but you can go a long way to reducing the impact of mundane tasks with the right help desk solutions.”

“Interestingly, budget constraints and pressure from senior management are relatively low down the list of IT annoyances,”

Wright added. “This shows companies need to get their service desk management right – or risk losing valuable members of their IT team.”

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