CGS_Help_Desk_Challenges_Report

H E L P D E S K

HELP DESK OUTSOURCING: One Antidote to Technology Advances and Increasingly Tech-Savvy End Users

T echnology innovations enable many bold and visionary business strategies, but those very ad- vances also make it difficult to provide help desk support to corporate users and customers. An IDG Research survey of enterprises with 5,000 and more employees finds IT professionals face a broad range of technical support issues, from a knowledge and skills gap to the struggle to optimize support processes, enhance self-service, and improve quality of service.

Growing Support Desk Challenges Today’s IT support desk professionals face a range of challenges—some new, some driven by the changing business environment, and some stemming from in- creasingly knowledgeable end users. Here is how those challenges stack up: • Knowledge and skills gap (51%). Rapidly evolving technologies make it hard to keep expertise up to date. Training is time-consuming and costly, but non-negotiable as technology continues to advance. • Optimizing support processes (51%). Organiza- tions struggle to increase the efficiency of end-user support processes—the “do less with more” mental- ity—while also striving to reduce costs and free up IT resources for strategic endeavors. • Enhancing self-service (45%). Empowering users to help themselves reduces demand for support staff, saving money and freeing up resources for new initiatives.

• Improving quality of service (45%). Users expect the same high-caliber customer support for their corporate technology as for their personal tech- nology. Plus, increasingly tech-savvy users can be impatient with slow service. • Providing 24x7 real-time support (35%). Organiza- tions with global operations must support employ- ees around the clock, 365 days a year. • Servicingmultiple languages and locations (27%). The global nature of many organizations requires supporting multilingual workforces and customers. Technology Trickle Down Effect It’s not surprising that big data ranks first (41%) among trends keeping support teams busy. The reason is sim- ple: As the use of predictive analytics to glean business intelligence increases, the need to train users in these new tools also grows. And because big data analytics is still new, and often requires integrating new and legacy applications, support staff may struggle to keep up. Taking a self-service approach to big data analytics can reduce the draw on help desk support staff. However, big data can also benefit help desk operations. Sifting through equipment reliability statistics, for example, may reveal performance tendencies that could be used to replace equipment before failures occur. The mobile workforce, equipped with their own personal devices, is the norm at large organizations

HELP DESK CHALLENGES IN 2016

51%

Knowledge skills gap

Optimizing support processes

51%

45%

Enhancing self-service Improving quality of service 24x7 real-time support

45%

35%

S P O N S O R E D B Y

SOURCE: 2016 SURVEY OF QUALIFIED RESPONDENTS

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