Two-thirds of employees aged between 20-35 attempt to fix technical problems themselves before turning to help from their IT departments, according to research from remote support company Bomgar.
The study also found that workers in this age group (identified in the report as Millennials) use Google as their first port of call to rectify technical issues, believing that finding answers on-line is faster and more convenient than contacting the helpdesk. If a call is made to the helpdesk, they think the problem should be fixed in 10 minutes or less.
“There are definitely gaps between the expectations of this influx of younger workers and what IT support organisations currently deliver, but all hope is not lost. By adjusting traditional IT processes to create a more real-time and collaborative support model, we can not only make Millennials happier, but also improve the efficiency and effectiveness of IT departments overall,” says Bomgar CSO Nathan McNeill.
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Interesting point – I didnt know there was a name for this type of behaviour!
I have seen it in use and have done it myself.
it helps bolster a query where knowledge or confidence is lacking and it helps ,
its a third line support!
First, let’s not forget that this ‘study’ comes from a company that could be said to have a commercial reason to prove their contention. Nevertheless, the issue is a valid one, especially in its suggestion of a closure target of “ten minutes or less”.
Conversely, I have only recently (and often before) been engaged to change the mindsets of second line departments who freely admit that their internal service level target for even looking at user enquiries is “when we get round to it”.
The attitude is not universal, but neither is iit uncommon. It’s perhaps particularly self-destructive when times are hard and user tolerance is getting tighter.
All support resources, 1st 2nd and 3rd line, have overwhelming business reasons for resolving the user’s enquiry as fast as possible. Often they cannot see these because their technical focus obscures them. But if the study has any validity, then I suggest that those who do not recognise that truth are gambling with their own future.
Liam – good point, the fear that Google and YouTube are not however third line, but actually replacing the first line.
Noel – yes there is an agenda behind the research, but I think this study is more a warning to everyone working in a support capacity that the old working practices are not working because people are bypassing them.
James West
ServiceDesk360 editor