Half of organisations blame lack of skills for delays in resolving end user support issues.
With IT changing so quickly it is impossible for support staff to keep up to speed with new developments, according to a survey of 100 IT directors by research firm Vanson Bourne. The second most common reason for a delay in resolving IT problems is that IT staff do not have access to an accurate and up-to-date inventory of software running on end-user PCs.
A fifth of respondents in the poll, commissioned by ON Technology, indicated that the time required to travel to end users was a key factor in the delays, while only seven per cent said that a lack of motivated IT staff was to blame.
"There needs to be a dramatic change in the way IT departments deal with end-user problems," said Andrew Warriner, head of technical services at ON Technology.
"They need to ask themselves why they need to diagnose and resolve every desktop problem. Why not simply eradicate the problem by using remote automated technology to rebuild the PC?"
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