Most helpdesk workers face abuse when technology fails, says survey

Most IT helpdesk staff regularly face verbal abuse from fellow workers when technology goes wrong, a straw poll of helpdesk staff and IT users has revealed.

Most IT helpdesk staff regularly face verbal abuse from fellow workers when technology goes wrong, a straw poll of helpdesk staff and IT users has revealed.

The research, conducted by IT service management specialist Touchpaper, found that out of 45 helpdesk workers questioned, 80% said that either they or a colleague had been verbally abused by disgruntled callers. Twenty per cent said they had been tempted to resign on the spot after a particularly difficult call.

Male staff were more difficult than females colleagues, and staff aged over 30 were more likely to be aggressive than younger workers, helpdesk staff said.

But the 1,000 IT users surveyed said the strain on helpdesk staff could be reduced by taking measures such as reducing the use of automated voice systems, improving support workers' understanding of users' jobs, and giving staff the technology to solve their own problems.

In addition, 70% of end-users called for service desk agents to have a better command of English, and 70% wanted helpdesk staff to be better trained in dealing with people.

 

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