Dissatisfaction and Lies; the Verdict on Helpdesks.
Dissatisfaction and Lies; the Verdict on Helpdesks.
July 31st, 2007: A new report reveals dissatisfaction with helpdesks, with most end users admitting to telling fibs to IT staff.
Netviewer has announced the findings of a new survey into IT helpdesks. The survey from independent research firm Vanson Bourne, shows that one in five users admit that they don’t always provide accurate information about the nature of a computer problem.The survey found the main reasons were lack of insight (45 per cent), a lack of time (30 per cent), or a lack of appropriate vocabulary (25 per cent). 15 per cent said they felt too embarrassed.
The study went on to reveal 31 per cent of internal IT helpdesk users are dissatisfied with the support they receive; this figure leaps to 48% for users of external helpdesks. "End users are frustrated because they can’t successfully communicate the nature of the problems they face to the helpdesk” said Rachel Lane, managing director UK at Netviewer.
There is a rising trend in reliance on non-professional help as a result of helpdesk frustration, with 92% of respondents reporting they have at some stage tried to assist someone at work with IT issues. This is on top of the 40% of respondents who would rather cease work and fix the problem themselves then contact support.
IT helpdesks are a major part of many business structures, whether internal or outsourced. The speed and efficiency of a business’s helpdesk solution of choice is vital for keeping costs and productivity flowing, time wasted on IT problems is often a significant loss of revenue.