CXO

65% of IT help desk teams dealing with excessive stress, burnout

A brand new report from Splashtop reveals that IT help is beneath an important deal of stress with regards to working by help tickets for a quantity of causes.

Woman working from home, stressed
Image: shurkin_son/Shutterstock

The fallout and fixed changes to work processes as a result of COVID-19 pandemic has taken its toll on everybody, however IT help desk teams are beneath monumental quantities of stress, in keeping with a latest research. A survey of 200 IT choice makers from software program firm Splashtop decided that 65% of these teams within the U.S. are affected by unsustainable ranges of pressure and one thing wants to vary. To make issues worse, 94% of respondents say their job perform has been negatively impacted by hiring challenges, retention points and/or talent shortages over the previous 12 months.

“With many employees working remotely on a regular basis, IT and help desk staff face higher ticket volumes, more diverse set of devices to support, and greater security challenges,” stated Philip Sheu, co-founder and CTO at Splashtop. “More efficient remote support workflows and tools can help alleviate the additional burden and improve satisfaction on both sides.”

The important challenges confronted by IT help desk teams

Of these on help desk teams that responded, 67% reported challenges with sustaining IT help targets as a result of quantity of work and absence of workers inside the sector. Remote help instruments have been a key downside solver for a quantity of teams with the transfer to do business from home and hybrid fashions, however serving to preserve the IT infrastructure has not been simple. Nearly all (94%) of these surveyed stated that supporting customers has introduced forth new technical and communication challenges largely as a result of mass of help tickets being submitted each day, creating an untenable state of affairs for these on IT help desk teams.

Another problem confronted by these in IT help got here from the rising quantity of private gadgets utilized by workers to get work finished. As the bulk of organizations have allowed these customers to make use of their very own PCs and cell gadgets, catching as much as the quantity of instruments and processes essential to make this gear work-ready has additionally put extra pressure on help desk workers, having to account for a quantity of new gadgets whereas missing the requisite quantity of gadgets wanted to police this gear.

SEE: Bring your individual gadget (BYOD) coverage (TechRepublic Premium)

Potential options for these in help desk roles

With the precise communication strategies in place, some of the burden could be faraway from the IT help desk’s shoulders and processes could be extra streamlined in consequence. Daily actions comparable to {hardware} help, password resets, patching and updating are additionally capable of be extra shortly resolved with the proper instruments in place, comparable to distant desktop software program for IT teams to work by, in addition to communication software program like Microsoft Teams and Slack.

According to Splashtop, almost three-quarters of respondents stated that distant help classes ship one of the best effectivity and finish consumer satisfaction. With distant help being streamlined, help desk tickets could be addressed whereas additionally speaking with the tip consumer on what issues they’re experiencing and getting a first-hand view of the gadget the consumer is engaged on.

“Efficiency can come from integrating the remote support tool into your ticketing system, configuring rules to route support requests automatically, and making it easy for technicians to collaborate. All these can reduce the time spent on resolving tickets and managing the help desk,” Sheu stated.

As Sheu mentions, a majority of tickets are made up from consumer error. By placing the precise communication and expertise mechanisms in place, points could be shortly recognized, solved, and have customers taught the right way to finest keep away from errors they’ve made sooner or later.

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