Survey reveals service desk managers’ disillusions

London – July 5, 2011 – Recent research conducted by LANDesk Software illustrates the plight of service desk managers who have become disillusioned with their ability to prove customer satisfaction levels within their organisations.

Part of the service desk manager’s role is to address employees’ IT service requests efficiently and quickly, and to make sure that technology supports rather than hinders business operations. However, a recent survey* conducted by LANDesk revealed that a quarter of service desk managers do not carry out regular polls. Out of those that carry out feedback surveys monitoring satisfaction levels, only half actually utilise the results for a service improvement plan.

In contrast, 98 per cent of respondents voiced a belief that satisfaction surveys are vital in monitoring customer satisfaction, with 75 per cent expressing a desire to receive feedback that establishes an understanding of how to improve service levels.

“There’s a classic disconnect here between knowing what is best practice and taking the time and effort to act on it,” said Nigel Seddon, Area Director, LANDesk. “It’s clear that service desk managers must be proactive in monitoring their end users’ IT frustrations to ensure that they are carrying out their jobs effectively.”

“The fact that half of the results do not get fed into a service improvement plan within their organisations was telling,” continued Seddon. “It is concerning that service desk managers do not believe that their companies will listen and make necessary changes as a result of feedback – is it just a tick box? We at LANDesk urge service desk managers to continue voicing their concerns – especially given the continued consumerisation of IT and increased data on the network. The facts and evidence generated by surveys are vital in enabling service desk managers to take their suggestions to the board and fight for investment and implementation. This isn’t just an IT issue, but a business imperative – frustrations with IT can hinder an employees’ ability to do their job, resulting in job dissatisfaction in the workplace and a struggle to retain talent.”