NewswireToday - /newswire/ -
London, United Kingdom, 2007/07/17 - Netviewer survey reveals widespread dissatisfaction with IT helpdesk support. End users might in part be responsible for perceived IT helpdesk failure, one in five admit that they don’t always provide accurate information about the nature of issues.
Netviewer, Europe’s leading provider of real-time collaboration software, has announced the findings of a new survey into IT helpdesk usage patterns. The survey, commissioned by Netviewer from independent research firm Vanson Bourne, shows that 31 per cent of internal IT helpdesk users are dissatisfied with the quality of support they receive. The figure rises to 48 per cent for users of external (third party) IT helpdesks.
Rather than contacting a helpdesk, 40 per cent of respondents prefer to stop working and try to fix the problem themselves. It also appears that many people rely upon non-professional help from colleagues, friends or relations with 92 per cent of respondents saying that they have at some stage tried to assist someone at work with IT issues. This is a worrying finding given that 30 per cent describe themselves as less than moderately IT literate.
The survey indicates that end users might in part be responsible for perceived IT helpdesk failure. One in five admit that they don’t always provide accurate information about the nature of the problem – the main reasons being a lack of insight (45 per cent), a lack of time (30 per cent), or a lack of appropriate vocabulary (25 per cent).
Rachel Lane, managing director UK at Netviewer, said, “This is a self perpetuating problem. End users are frustrated because they can’t successfully communicate the nature of the problems they face to the helpdesk. Helpdesk resolution times rise as a result. Users then try to speed up the process by sourcing amateur assistance but often end up exacerbating the problem instead. The whole cycle costs precious working hours.”
Lane continues, “Helpdesk operatives need to be able to remotely access user desktops at the click of a button regardless of whether or not access software has been pre-installed on their devices. Only then can they gain expert insight into the problem and quickly resolve it to the satisfaction of all parties.”
Without such a solution companies could find it hard to take advantage of new software. 48 per cent of respondents said that they had delayed the introduction of new software because they were worried about the time it would take to resolve consequent PC problems.
Founded 2001 in Karlsruhe, Netviewer (netviewer.com) is Europe's leading provider of real-time collaboration software with currently over 230 employees worldwide. The Netviewer service enables (business) users to view each other's PC screen simultaneously in order to work on all kinds of documents, calculations or graphs together - regardless of where the participants are located. Real-time collaboration and communication via the internet significantly reduce the time and cost of travel and thus increase productivity.
More than 9,000 corporations and SMEs from over 43 countries, including Daimler Chrysler, SAP, Espresso Education, Capita, Admiral Insurance, British Horseracing Board, and Fidelity Investments all rely on the ease of use the Netviewer tools offer. With headquarters in Germany, Netviewer has subsidiaries in Switzerland, France, Austria, The United Kingdom, The Netherlands, and The United States.