Published on April 23rd, 20120
Service desk industry must do better to meet challenges
Incessant pressure to ‘do more with less’ in recent years has had minimum impact on IT support teams, with 93 per cent of service-desk professionals surveyed by LANDesk and SDI admitting their department could be more efficient.
The study also found that while the willing to provide excellent service is strong, more than half of the 10,000 questioned say they lack resources to deliver, with 79 per cent stating they are under permanent pressure to provide a service without adequate resources and planning.
“More must be done to provide the resources service desks need to drive efficiency and maintain support levels, thereby increasing the value they can deliver to their organisation,’’ says LANDesk director Ian Aitchison.
On the eve of the Service Desk & IT Support Show (SDITS), the survey underlines the need for education and sharing of ideas to meet efficiency and service quality demands. Taking place at Earls Court, the event has hit a three-year pre-registration high, with 5,292 individuals booking their space early. The education programme is larger than ever, with extra room allowing 33 per cent more attendees to attend.