Feeds

The crap IT circle of abuse and despair

Apoplectic users, sobbing helpdesk staff

The Power of One Infographic

It's official: IT doesn't work properly and as a result you're glued to your desk trying to resolve some technical issue when you should be in the pub, effing and blinding and occasionally throwing things, and pausing only to ring some hapless helpdesk operative and give him or her a piece of your mind.

The ultimate loser? Yup, it's the poor old IT service desk worker who pays the price for this techno-driven despair, abused without mercy by furious users.

That's according to a survey by IT business management solutions outfit Touchpaper (full plug later, as is the local custom) which took the results of three surveys into IT breakdown and incorporated them into an illuminating übersurvey from which the above factoids were gleaned.

The figures add up thus: one third of adults "who had experienced IT problems admitted to missing family and social commitments because a glitch had kept them at their desks late"; two thirds 'fessed up to swearing as a result; 45 per cent admitted an IT-related palaver sank them into a Black Dog for the whole day; and 15 per cent said they had thrown things.

That's as nothing compared to those on the sharp end: eighty-one per cent of service desk workers surveyed "admitted they or a colleague had been verbally abused by disgruntled callers"; and 22 per cent had considered quitting their jobs on the spot after a particularly obstreperous exchange.

Apparently, male callers are more diffcult than females, and those over 30 and senior management are more inclined to indulge in a bit of bash-the-helpdesk.

The solution? Well, 80 per cent of end users said "reducing the use of automated voice response systems" (yes, we hear you) would help. Seventy per cent wanted those on the other end of the line to have a better command of English, while 66 per cent reckoned giving the blighters on the front line more technology to resolve problems remotely would do the trick.

Graham Ridgway, big cheese of Touchpaper, which uncannily "provides software for managing IT service departments", explained: "Our research shows how emotive people can get when they have an IT problem. But given the growing importance of IT in so many organisations - when it breaks down, many people simply cannot do their job - we feel service desk teams should be given more help to manage the increasing workload.

"For example we are finding that end users can actually solve a lot of simpler IT problems themselves if they are provided with the right self-service software tools and access to knowledge based systems that learn from previous service incidents and provide advice and guidance on potential solutions. Much more productive than throwing something at the computer."

Not neccessarily, but we get your drift. You can download the full Touchpaper report right here (PDF). ®

The Essential Guide to IT Transformation

More from The Register

next story
BBC goes offline in MASSIVE COCKUP: Stephen Fry partly muzzled
Auntie tight-lipped as major outage rolls on
iPad? More like iFAD: We reveal why Apple fell into IBM's arms
But never fear fanbois, you're still lapping up iPhones, Macs
Stick a 4K in them: Super high-res TVs are DONE
4,000 pixels is niche now... Don't say we didn't warn you
Amazon Reveals One Weird Trick: A Loss On Almost $20bn In Sales
Investors really hate it: Share price plunge as growth SLOWS in key AWS division
Bose says today is F*** With Dre Day: Beats sued in patent battle
Music gear giant seeks some of that sweet, sweet Apple pie
Philip K Dick 'Nazi alternate reality' story to be made into TV series
Amazon Studios, Ridley Scott firm to produce The Man in the High Castle
There's NOTHING on TV in Europe – American video DOMINATES
Even France's mega subsidies don't stop US content onslaught
You! Pirate! Stop pirating, or we shall admonish you politely. Repeatedly, if necessary
And we shall go about telling people you smell. No, not really
Too many IT conferences to cover? MICROSOFT to the RESCUE!
Yet more word of cuts emerges from Redmond
prev story

Whitepapers

Designing a Defense for Mobile Applications
Learn about the various considerations for defending mobile applications - from the application architecture itself to the myriad testing technologies.
Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Top 8 considerations to enable and simplify mobility
In this whitepaper learn how to successfully add mobile capabilities simply and cost effectively.
Seven Steps to Software Security
Seven practical steps you can begin to take today to secure your applications and prevent the damages a successful cyber-attack can cause.
Boost IT visibility and business value
How building a great service catalog relieves pressure points and demonstrates the value of IT service management.