- Half of IT professionals say they are plagued by simple, everyday technology problems
- AI in Helpdesk Could Troubleshoot and Potentially Fix Problems Without Distracting IT Teams
- Collaboration between departments could also solve common problems
New research has claimed that most businesses still lack the right IT tools to get work done efficiently, resulting in huge time wastage for workers at all levels.
More than half (53%) of UK IT professionals surveyed by TOPdesk admit that they are frequently asked to solve everyday technology problems that employees could probably solve themselves with the right tools and resources.
In particular, the lack of self-service systems is pushing employees to rely on IT teams for even the smallest interruptions, pulling them away from more meaningful work.
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IT teams waste time on trivial issues
At the same time, there is a clear mismatch in terms of responsibility: 52% of IT workers believe that employees cause the most problems, but 64% agree that employees do not understand IT well enough to fix them, even if they are relatively simple solutions.
As for the solution, more than half (55%) believe AI could improve IT help desk services by adding automation and self-service support to reduce some of the unnecessary workload. However, at this stage, only about one in three use automation in service desk tickets (36%) or frontline IT support (34%). One-fifth (19%) of IT workers also cite outdated service management tools and processes holding them back.
“Businesses must recognize that investing in the right tools will enable employees to resolve many of the disruptions they face autonomously,” wrote Hannah Salt, director of customer enablement at TOPdesk.
In addition to access to the right tools, human connection is also a clear demand. The majority (84%) believe that better collaboration between departments could further reduce disruptions.
The right tools “will repair fractured relationships, improve internal culture, and free IT more time for higher-value, more collaborative work,” Salt concluded.
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