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Two of the key stats in this Forrester Research report...

  • 62% of employees avoid the IT service desk
  • 58% of employees live with ongoing problems that the service desk can’t fix.

While stats such as these are important to know, what’s more important is understanding why.

Have you ever looked at this issue in your organization? Please share your thoughts and successes.

(A periodical customer satisfaction to all employees, rather than after every nth ticket, will help but only if people respond and there’s a question that can source the insight you need).

 

 

 

This is a great question @manns. When we are talking about “Employees”  are we talking about “End Users”?

If so… then I would say that the biggest reason we have people avoid the Service Desk is because of wait times. We are always battling the balance between ratio of agents to end users and ticket volume. This is something we measure meticulously and if we swing too far one way, in this case, not enough agents, then it can be frustrating to the end users having to wait for support.

That is precisely the reason we want to move forward with increasing the support portal visibility and improve our self-help resources.

How does everyone else do it?

This is a great question @manns. When we are talking about “Employees”  are we talking about “End Users”?

If so… then I would say that the biggest reason we have people avoid the Service Desk is because of wait times. We are always battling the balance between ratio of agents to end users and ticket volume. This is something we measure meticulously and if we swing too far one way, in this case, not enough agents, then it can be frustrating to the end users having to wait for support.

That is precisely the reason we want to move forward with increasing the support portal visibility and improve our self-help resources.

How does everyone else do it?

@zachary.king I guess these Forrester stats only relate to internally-facing IT service desks but the same principle applies to supporting end-users who aren’t employees.

For me, it opens up a can of worms in respect of CSAT scores given that these might miss those end-users who refuse to use the IT service desk because they aren’t happy with the service they expect to receive (based on past performance, reputation, or another reason).

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