Forrester: Employees Losing it with IT Support
- By Kathleen Ohlson
- May 19, 2005
Imagine this scenario: you’re having computer problems, you call up your
company’s help desk, explain the situation and then they tell you to reboot
your computer. Your computer’s rebooted and you’re still having problems.
That example and many others are causing such frustration that the help desk
was at the bottom of the list in a Forrester Research study measuring employees’
opinions of their IT organizations and the technologies that are deployed. The
research firm compiled information from more than 2,000 business IT users.
Overall, users agree that desktop technologies, including e-mail and office
productivity software, are the most important in value and satisfaction. They
were also generally pleased with their intranets and their ability to access
Forrester found that the low ratings for internal help desk support, IT communications
and IT’s support for key business initiatives show that business users
aren’t satisfied with their IT departments.
The more frequently employees use the help desk, the less likely they are satisfied.
The ability to resolve issues on the first try and timeliness of updates causes
the most problems—not the courtesy of the help desk.
Communication also needs improvement, according to the study. Less than half
the respondents were satisfied with IT’s communication efforts regarding
changes in the organization and new technology releases.
Good luck trying to find what information on a company’s intranet caused
ire with employees. Forty-four percent of users thought that it’s easy
to find results on their companies’ intranet, and human resource information
was the easiest information to find. Improving search capabilities—with
61 percent—ranks as the most important need.
However, employees in different industries say desktop technologies perform
well; 94 percent of users rank them as the most important aspect of their job,
and 75 percent are satisfied with their companies’ capabilities.
Other desktop findings include:
- Software usability and PC reliability rank the tops in terms of satisfaction
within the desktop area.
- Half the users are on the fence or dissatisfied with the complexity of managing
user IDs and passwords.
- Three-quarters are pleased with their e-mail and calendaring software, while
Outlook users are the most satisfied.
According to Forrester, business applications were less important, but met
most users’ needs. Although users are generally pleased with these applications,
integration and training of these applications need the most improvement. The
one-half of respondents who use custom applications are less satisfied than
the employees who use packaged applications.
Lastly, the research firm surveyed business users in U.S. companies across
a variety of industries and across different job functions, including professional,
managerial and technical/operational. These findings include:
- 32 percent are tech influencers who directly impact IT budgets and purchases.
- 91 percent are from firms with 1,000 or more employees.
- A majority of businesses are Dell and Microsoft users; 65 percent use Microsoft
Outlook for e-mail and calendaring, 21 percent use Microsoft business applications
and 49 percent use Dell computers as their primary PCs.
Kathleen Ohlson is senior editor at Application Development Trends magazine.