Jan 20, 2021 Navpreet Kundal

5 stats every enterprise service desk manager should know

In our new research carried out with 600 IT personnel and employees in large enterprises, we uncovered some surprising findings about the state of enterprise service desks and the experience of remote workers in 2020. Here are 5 stats every service desk manager needs to know to provide a great digital employee experience in a Work From Anywhere enterprise…
Less than a third of employees believe the service desk enjoys providing them with IT help
Less than a third

of employees believe the service desk enjoys providing them with IT help

More employees feel service desks see them as “part of their day-to-day work” than actually “enjoy working with employees”. In reality, 81% of service desk agents enjoy helping employees with their IT issues. A major reason for the disconnect is the lack of feedback service desks collect from employees—only a half of service desks ask how satisfied users are with the service desk experience when a ticket is resolved, for example.

Employees believe the service desk’s top priority should be preventing IT issues for the remote workforce
Employees believe

the service desk’s top priority should be preventing IT issues for the remote workforce

Over a third of employees (37%) experienced more IT issues working from home in 2020 and the same number experienced repeat IT issues. It’s no surprise then that automation was rated a top strategic priority for IT organizations post-covid to reduce ticket volume, offer proactive IT support, and reduce MTTR.

Two-thirds of remote employees are unable to work when a service desk agent is resolving their issues
Two-thirds

of remote employees are unable to work when a service desk agent is resolving their issues

One critical contributor to employee disruption in 2020 was service desks’ overwhelming reliance on screen share applications to resolve issues. Without physical access to employee endpoints and the lack of remote-ready endpoint management tools, 69% of service desks used screen share apps to troubleshoot issues.

99% of IT organizations have implemented chatbots but only a quarter of employees have ever used one
99%

of IT organizations have implemented chatbots but only a quarter of employees have ever used one

Three-quarters of IT see chatbots as “living up to the promise of automated IT resolution”, citing faster time to remediation, higher user satisfaction, and less time spent on basic tickets as their top 3 benefits. Yet, a lack of employee awareness about their value or even existence means over half would rather speak to a service desk admin than use a chatbot, believing it to be the fastest way to get an issue resolved.

Over half of service desks struggled to resolve endpoint performance issues in 2020
Over half

of service desks struggled to resolve endpoint performance issues in 2020

An incredible 99% of employees stated that device performance impacts their ability to work, but over half of all endpoints ran slowly last year. IT respondents to our survey stated they have a tool to fix slow-running device and yet over half of L1 cannot resolve these issues easily: 32% require user time to diagnose issues and 22% escalate the issue to L2 or L3 for further investigation.

Get all the insight

Our latest research report, 2021: Assessing IT’s readiness for the year of flexible working, provides all the insights service desk manager need to know in order to provide a better digital employee experience. Download the free report now and access the IT readiness assessment to determine how prepared you are for the Work From Anywhere reality.