Most Businesses Don’t Have Adequate Day-to-Day IT Support

EVAN, an on-demand platform for solving IT problems for businesses, and management consulting firm Trenegy Incorporated have announced key findings that show businesses do not have the IT support necessary for maintaining day-to-day operations. Trenegy, studying the effectiveness of various companies’ IT departments, spoke with more than 200 IT managers, directors, and supervisors across multiple industries, including manufacturing, oil and gas, and professional services. They inquired about issues these businesses face with their internal IT teams and their experiences with current IT help solutions. The data collected indicates that 80 percent of IT managers were unable to spend sufficient time on value-added business initiatives. In virtually all cases, those IT managers were interrupted with tedious, day-to-day support-related issues. Companies that had an existing IT help desk solution noted that the support they received failed to adequately address IT needs. 

Employees from the participating companies cited the following issues with their existing help desk solution:

• 95 percent noted an excess wait or hold time
• 91 percent said it took too long to reach the correct person
• 85 percent said it took too long to resolve issues
• 75 percent said issues were rarely resolved after the first attempt
• 70 percent believed help desk personnel were underqualified
• 32 percent said communication was difficult
• 17 percent said help desk personnel were inconsiderate