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Technical support staff in the UK are among the best in the world, both in terms of the quality and timeliness of the service they provide. More than three quarters of UK organisations rated their helpdesk technicians as offering ‘excellent’ or ‘good’ service to end users and IT workers alike. The preliminary findings, obtained by Contractor UK yesterday, stem from a new global study by Unisys into how satisfied companies are with technical support staff. When asked by IDG, more than half of UK organisations commended their helpdesk operators because they offer 24x7 IT support. In contrast, the technology researcher found only about one-third of businesses in Europe, the Middle East or Africa have techies who provide the same round-the-clock assistance. However businesses in these regions emerged as using computers less, albeit marginally, than the UK, where 75% of outfits said a desktop computer was central to their staff’s work. And organisations in the UK have far more regional centres worldwide than their rivals, with almost half needing technicians to support their overseas operations, the study found. Across Europe, the Middle East and Africa, 76% of businesses rated their IT support as ‘good’ or ‘excellent,’ worldwide the figure is 77%, but in the UK it is 78%. Unisys said the findings reflect a changing attitude to IT in the UK, as computers and technology become more essential to both work and personal lives. Gerry Heard, its outsourcing business director said: “That people are relying more on computers and mobile devices to carry out their jobs is perhaps not surprising given the proliferation of devices on the market and the ever growing capabilities of IT. “UK IT departments believe they are supporting their users well, with a global support network on call longer than any other region. This is to be applauded, given the crucial role IT plays in the daily working life of so many employees.” Yet the UK lags behind its global competitors in the use of mobile devices for work, with less than half using them for work, compared to 54% for Europe, the Middle East and Africa. The wider findings of the study also found that 46% of American organisations had increased IT support to end users over the last five years, placing the US below the global average of 55%. Unisys said: “US enterprises could benefit from accelerating the pace at which they adopt more targeted and strategically focused ways to provide support for their employees.” Aug 31, 2007 Email this article Printer friendly page Previous Page
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