Helpdesks struggle to keep up with cyber threats
Helpdesks are bogged down by repetitive, time-consuming tasks (34 percent), long resolution times (34 percent) and limited resources (31 percent).
This is among the findings of the latest digital employee experience (DEX) report from Ivanti. It shows that while many businesses are automating certain operations, like security patch management (72 percent) and IT ticket routing (67 percent), but nearly 40 percent still haven't automated password resets -- missing an easy win that could eliminate countless routine support tickets.
Over 30 percent of organizations need daily specialist support on virtual desktop issues
A new survey of 1,000 front line IT workers from Nexthink finds that 31 percent of organizations have daily virtual desktop infrastructure (VDI) problems requiring specialist intervention.
A further 40 percent are having issues on a weekly basis, as level one and two support staff are often unable to manage the complexity of VDI.
Is the IT enterprise helpdesk an endangered species?
The IT helpdesk could be extinct by 2027 according to a new survey of 1,000 global IT workers which finds that 79 percent believe the current service desk model will be unrecognizable within three years, with 77 percent saying new technologies will render it 'redundant' by 2027.
The study by digital employee experience company Nexthink shows 87 percent of IT workers also report that, with digital transformation having greatly expanded the size and complexity of enterprise IT environments, incident response is 'economically unsustainable' unless helpdesks have significant proactive capabilities.