IT and Business Insights for SMB Solution Providers

Hybrid Work Creates Help Desk Challenges

Recent research from Splashtop and ESG finds communications, technical hurdles, and skills shortages are making remote support harder. By Colleen Frye

REMOTE SUPPORT isn’t new, but the hybrid work model that has emerged from the COVID-19 pandemic is creating new challenges for help desk teams supporting distributed and remote employees, according to The 2022 State of Remote Support Market Trends. Moreover, 72% of respondents to the survey conducted by ESG, sponsored by Splashtop, agree that the need to deliver remote support has increased, and 99% say that “support at distance” is required for half or more of tickets.

Challenges to supporting distributed workers remotely include communications (95%) and technical hurdles (95%). No surprise there, given that 94% of organizations are allowing or requiring the use of personal devices for work, with the help desk supporting a variety of models, operating systems, and networks.

Other challenges stem from “the Great Resignation,” with 94% of respondents saying that their help desk function has been impacted by hiring challenges, retention issues, and/or skill shortages over the past 12 months. The remaining staff’s workload has increased, according to 58% of respondents. As a result, 67% of respondents report challenges with maintaining IT support goals, and 29% cite an uptick in the number of individuals reporting unsustainable levels of stress/burnout.

Splashtop/ESG: The 2022 State of Remote Support Market Trends

On the bright side, 7 in 10 respondents say investment in remote support technologies helps broaden the talent pool, since help desk staff can work from anywhere. Moreover, 59% report faster identification of user errors, and 63% say the ability to see the user’s environment enables more productive conversations.

Remote session technology also improves key performance indicators, according to 71% of respondents. Specifically, 66% cite an improvement in average handle time, 59% report better help desk throughput, and 56% say ticket resolution time has improved.

Going forward, remote support tools with augmented reality features may be key to improving user satisfaction. Some 42% of organizations already using this capability, in fact, call it “game changing.”

Image: iStock

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