Help Desk Managers Not Completely Satisfied with Technology Investments

Ninety-nine percent of IT help desk managers say that they have made a substantial investment in developing and implementing technology to provide better help desk support for end-users, yet only one third are completely satisfied with that investment, according to new research conducted by SupportSoft, Inc.

A key reason for this dissatisfaction points to an inability to instantly access completely up-to-date diagnostic information, despite the fact that 97 percent of IT help desk managers agree that having up-to-date diagnostic information is important in resolving end-user problems. IT help desk managers surveyed said that having instant access to accurate diagnostic information would make it faster (66 percent) and easier (62 percent) to diagnose and resolve problems.

However, help desk managers aren't necessarily taking the steps to ensure timely access to accurate diagnostic data:

60 percent of IT help desk managers are not confident that the diagnostic information in their IT asset management database is up-to-date at any one point in time

Nearly one quarter (24 percent) of IT help desk managers say that diagnostic information is keyed in manually into their call tracking system

Two-thirds (66 percent) of IT help desk managers say that it takes them 6 minutes or more to thoroughly gather diagnostic information about an end-user's computer when an incident is opened, and one in three say it takes them 11 minutes or more

Nearly all (98.5 percent) IT help desk managers say that if a call is escalated, their Level 2 and Level 3 analysts have to re-input data the Level 1 analyst already gathered

More information can be found at www.SupportIndustry.com