- Half of IT professionals say they are plagued by simple, everyday technical issues
- AI at the help desk could diagnose and potentially fix errors without distracting IT teams
- Collaboration across departments can also solve frequent problems
New research has claimed that most businesses still lack the right IT tools to get work done efficiently, leading to huge time wastage for employees at all levels.
More than half (53%) of UK IT professionals surveyed by TOPdesk admit that they are often asked to solve day-to-day technical problems that employees are likely to be able to solve themselves with the right tools and resources.
In particular, a lack of self-service systems pushes employees to rely on IT teams for even the most minor disruptions, pulling them away from more meaningful work.
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IT teams waste time on trivial problems
At the same time, there is a clear mismatch in responsibility – 52% of IT staff believe that employees cause most problems, but 64% agree that employees do not understand IT well enough to solve them, even if they are relatively simple solutions.
As for the fix, more than half (55%) believe AI could improve IT help desks by adding automation and self-service support to reduce some of the unnecessary workload. Currently, however, only about one in three use automation in service desk tickets (36%) or first-line IT support (34%). A fifth (19%) of IT staff also cite outdated service management tools and processes as holding them back.
“Companies need to recognize that investing in the right tools will enable employees to solve many of the disruptions they face independently,” wrote TOPdesk Head of Customer Enablement Hannah Salt.
In addition to having access to the right tools, human connection is also a clear requirement. The majority (84%) believe that improved collaboration across departments can further reduce disruption.
The right tools “will repair broken relationships, improve internal culture, and give IT more time for higher-value work and increased collaboration,” concluded Salt.
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