IT teams are under siegeResearch reveals that IT teams straining under weight of employee computer problems43% of UK office workers wait in front of the IT team’s desk when they have a computer problem, according to research from Richmond Systems. Richmond Systems, a leading provider of service desk software surveyed 150 people working in the UK 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% of people said that they would call about a problem. 15% use office instant messaging and 13% would email as soon as any issues arose. Crucially, only 6% of respondents use an IT service management system in their office. “IT teams are faced with a continual tirade of messages, regarding computer 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 the onslaught of computer problems, 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. “IT must be supported financially to allow it to focus on strategic IT projects, and stop battling against individual computer queries.”
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