Barco

 

According to a global survey of IT decision makers by Vanson Bourne and Barco ClickShare, on average employees raise 11 tickets a week for support with IT issues.

Over two thirds (67 per cent) of respondents claim that employees ask for the most assistance with presentation technology problem, closely followed by internet connection issues (59 per cent), and printer issues (55 per cent).

So why are employees asking for help with presenting? 

Barco ClickShare wanted to uncover the root cause of tickets issued around presenting technology, to make businesses run more efficiently and improve workforce productivity. 
 

Not digitally savvy

The data shows that the majority (58 per cent) of IT decision makers claim that employees ask for support because they are “not digitally savvy enough.” This is worrying as technology is becoming engrained in organisational DNA, as a way of optimising performance and business output.  The majority (82 per cent) of respondents agree that IT departments spend significant amounts of time fixing technology issues that employees should be able to fix themselves.

Poor training
	IT decision makers believe that employees do not have sufficient training on how to operate technology (43 per cent), have no time to resolve problems themselves (38 per cent), or that the technology is too complex for them to fix (32 per cent).

‘Not my job’
The survey reveals that a sizeable proportion of non-IT workers separate their day-to-day job from the problems they encounter using technology. Four in 10 (45 per cent) IT employees claim that employees raise tickets because they believe it’s not their job (45 per cent).

Moving forward
	For improvements to be made around workforce productivity, six in 10 IT decision makers (60 per cent) believe businesses should deploy easy to use technology which can be activated quickly and easily. In addition, over five in 10 believe that devices that are wireless (54 per cent), and compatible with any device (51 per cent), will ensure presentations run smoothly.

This will remove the need for training, and alleviate the workloads of the IT department who can divert their attention to more complex and important issues, such as cyber threats and re-engineering IT architecture.