Feeds

The crap IT circle of abuse and despair

Apoplectic users, sobbing helpdesk staff

Security for virtualized datacentres

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). ®

Choosing a cloud hosting partner with confidence

More from The Register

next story
Phones 4u slips into administration after EE cuts ties with Brit mobe retailer
More than 5,500 jobs could be axed if rescue mission fails
Driving with an Apple Watch could land you with a £100 FINE
Bad news for tech-addicted fanbois behind the wheel
Phones 4u website DIES as wounded mobe retailer struggles to stay above water
Founder blames 'ruthless network partners' for implosion
Radio hams can encrypt, in emergencies, says Ofcom
Consultation promises new spectrum and hints at relaxed licence conditions
Special pleading against mass surveillance won't help anyone
Protecting journalists alone won't protect their sources
Big Content Australia just blew a big hole in its credibility
AHEDA's research on average content prices did not expose methodology, so appears less than rigourous
Bono: Apple will sort out monetising music where the labels failed
Remastered so hard it would be difficult or impossible to master it again
Vodafone to buy 140 Phones 4u stores from stricken retailer
887 jobs 'preserved' in the process, says administrator PwC
prev story

Whitepapers

Secure remote control for conventional and virtual desktops
Balancing user privacy and privileged access, in accordance with compliance frameworks and legislation. Evaluating any potential remote control choice.
WIN a very cool portable ZX Spectrum
Win a one-off portable Spectrum built by legendary hardware hacker Ben Heck
Storage capacity and performance optimization at Mizuno USA
Mizuno USA turn to Tegile storage technology to solve both their SAN and backup issues.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
The next step in data security
With recent increased privacy concerns and computers becoming more powerful, the chance of hackers being able to crack smaller-sized RSA keys increases.