The remote employee experience is only as good as IT can make it. Yet, meaningful conversations between IT and employees were stifled and sporadic, meaning IT have little insight into how the workforce really felt about their IT experience, what they needed to be most productive, and where IT could add more value to their working lives.
Gone are the days when employees could drop their laptop with the IT department and walk away. Now, when they’re confronted with an IT issue, their only means to get it resolved is to watch as IT take remote control of their laptops and try to figure out what the problem is. Unsurprisingly, 69% of employees feel disrupted when IT is resolving their issues.
Due to the overwhelming reliance on manual remediations, almost two-thirds (69%) of IT found it more difficult to fix issues for remote workers in 2020. This had a knock-on effect on resolution times, with two-thirds (74%) of employees stating it took, hours, days or weeks to get issues resolved.
Organizations never had more endpoints outside the network perimeter than they did in 2020. More endpoints were invisible to the IT organization and so impossible to manage—leaving a massive blind spot. It’s unsurprising, therefore, that almost two-thirds (74%) of IT respondents have ongoing concerns that their response to a security threat is less effective when employees are working remotely.
The rallying cry from employees is for a better technology experience that can support them anywhere. And yet, a handful of tech vendors hold sway over what organizations prioritize and therefore where they invest their IT budget—regardless of whether they meet the needs of employees.
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Our latest research report, 2021: Assessing IT’s readiness for the year of flexible working, provides all the facts IT needs to know in order to shape the workplace of tomorrow. Download the free report now and access the IT readiness assessment to determine how prepared you are for the Work From Anywhere reality
