Directors cause helpdesk headaches

Board-level users - who constitute 5% of the average company's workforce - cause more headaches for IT helpdesks than any other...

Board-level users - who constitute 5% of the average company's workforce - cause more headaches for IT helpdesks than any other group, with 25% of all calls coming from directors struggling with mobile devices.

The ICM Research survey, commissioned by IT support provider Touchpaper, found that nearly 70% of helpdesk managers think that those using mobile technologies have had inadequate training.

Touchpaper said the findings suggest directors are left to work out how to use mobile technologies on their own. The research did not address whether directors were averse to training or saw the latest mobile devices as essential status symbols.

Lee Chadwick, worldwide sales and marketing director at Touchpaper, said IT helpdesks dread calls from directors. "Due to the nature of their role and level of seniority, board-level users expect immediate support," he said. "This inevitably causes a considerable strain on helpdesk resources and knocks the priority of other support tasks out of kilter."

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