Survey Report: Remote Workers Rate their IT Support Experiences

In the shadow of COVID-19, many IT organizations found themselves faced with the challenge of supporting a newly formed or extended work-from-home (WFH) staff. While IT has traditionally supported employees within the confines of a common office space, today many IT setup, maintenance, and support tasks must be performed remotely. With reports indicating that 25-30% of the workforce will be working from home multiple days a week by the end of 2021, we set out to explore how remote workers feel about their IT support experiences over the past year.

Key Insights

98% of remote workers experienced technical issues in the past 12 months
IT’s ability to efficiently address remote technical issues is a critical factor in maintaining employee productivity.

7 in 10 say IT takes longer to respond to remote workers’ issues
Remote workers are impacted by IT responsiveness and efficiency and expect IT to be available for same day assistance.

54% of the time, issues take more than one interaction to resolve
The inability to resolve an issue during the first interaction not only misses the mark when it comes to employee expectations, it also negatively affects the company’s bottom line.

76% of remote workers are not fully satisfied with IT support
Organizations must find ways to help IT better meet remote workers’ expectations for problem solving and speed.

7 in 10 remote workers prefer to fix things themselves
Organizations should take note of their remote workers preference for self-service, and provide them with effective and monitored solutions as an alternative for contacting IT.

For full access to the survey that explores remote employees’ level of satisfaction with IT support, as well as the speed and ease of assisting with requests and solving problems remotely, download the comprehensive report now.


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