Published on September 6th, 20113
Young employees ignore helpdesk, search Google instead
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.