- Half of IT professionals say they are harassed by simple, everyday technical problems
- Help desk AI could troubleshoot and potentially repair without distracting IT teams
- Collaboration between departments could also solve common problems
New research reveals that most businesses still lack the adequate IT tools to do their jobs effectively, leading to huge time losses for workers at all levels.
More than half (53%) of UK IT professionals surveyed by TOPdesk admit that they are frequently asked to solve day-to-day technical problems that employees could probably solve themselves with the right tools and resources.
The lack of self-service systems, in particular, 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 issues
At the same time, there is a clear accountability gap: 52% of IT professionals believe employees cause most problems, but 64% agree that employees don’t 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. However, at this point, only about one in three people use automation in service desk ticketing (36%) or front-line IT support (34%). A fifth (19%) of IT professionals also cite outdated service management tools and processes as holding them back.
“Businesses need to recognize that investing in the right tools will enable employees to autonomously resolve many of the disruptions they face,” wrote Hannah Salt, TOPdesk customer support manager.
Besides access to the right tools, human connection is also a clear requirement. The majority (84%) believe that better collaboration between departments could further reduce disruption.
The right tools will “repair broken relationships, improve internal culture, and allow IT more time for higher-value work and increased collaboration,” Salt concluded.
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