Employees love their IT departments (almost very nearly true)

...While trying to do their own IT support

keyboard with 'Help' key
Sisters and Brothers doing IT for themselves

Haters gonna hate, but not corporate employees who actually quite like the support their IT departments provide.

That’s according to a survey of 2,500 staffers in Australia, France, Germany, the UK and the USA that landed on our helpdesk this week. When asked to give a letter grade, more than 80 per cent of respondents gave their IT departments an A or a B.

Even better - maybe - employees in increasing numbers are learning how to do their own level 1 support, with 81 per cent of respondents trying to sort out their own IT issues before asking IT for help.

This “follows the trend of increased self-sufficiency and autonomy in end users and indicates that end users are more resourceful than ever”, according to LANDESK, an IT systems management vendor, which commissioned the survey.

A little knowledge may be a dangerous thing, but the upshot is that this gives IT teams "more time to focus on solving the more vexing IT issues they’re faced with each day”.

Some more survey findings for you:

  • Users now expect answers in real-time and are taking matters into their own hands - even though 88 per cent of respondents say IT mostly resolved their issues with 24 hours and 28 per cent seeing fixes within the first hour.
  • IT issues are not much of a drag on user productivity - 46 per cent losing less than one hour of work per month and 80 per cent lost less than three hours work per month.
  • BYOD is a security issue - but you knew that anyway.

So readers, your colleagues are satisified with you - but what do you think of them? ®

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