To determine the specific challenges IT service desks face in supporting distributed and mobile workforces, Supportindustry.com conducted a survey in November 2008 targeting support executives representing a range of vertical industries, including technology, healthcare, financial services, and manufacturing. The survey, sponsored by SupportSoft Inc., was designed to explore the increasing pressures faced by support organizations as they attempt to serve employees operating outside traditional, centralized work environments. It examines technologies and processes organizations have put in place to provide remote support, and the kinds of IT problems remote and mobile workers are experiencing.
Key findings from the survey include:
--More than three-quarters of respondents (78%) said they've experienced an increased need to support employees working outside the traditional office environment.
--Nearly two-thirds (64%) said they're supporting remote workers across a range of work environments -- satellite offices, home offices, customer sites, and at such travel-related locations as hotels or airports.
--A large majority (82%) of respondents said the IT issues their support teams must handle differ between onsite and offsite populations. Only 18% said there's no difference between the problems experienced by onsite workers and those working at remote locations.
--More than three-quarters (82%) of respondents are using remote control solutions to support the devices used by distributed and mobile workers. Further, 36% said they're planning to increase their spending on remote support technologies within the next two years.
More information on the service and support industry can be found at www.SupportIndustry.com
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