Security News > 2022 > May > 65% of IT help desk teams report unsustainable levels of stress

According to a Splashtop's report, that has come at a cost as 65% of IT help desk teams throughout the U.S are reporting an increase in the number of team members reporting unsustainable levels of stress.

"With many employees working remotely on a regular basis, IT and help desk staff face higher ticket volumes, more diverse set of devices to support, and greater security challenges," said Philip Sheu, CTO at Splashtop.

"More efficient remote support workflows and tools can help alleviate the additional burden and improve satisfaction on both sides."

Sheu continued, "Efficiency can come from integrating the remote support tool into your ticketing system, configuring rules to route support requests automatically, and making it easy for technicians to collaborate. All these can reduce the time spent on resolving tickets and managing the help desk."

The state of IT help desk teams New obstacles supporting a distributed workforce.

"Work from anywhere initiatives have increased pressure on IT staff and heighted the attention on KPIs to help support a distributed workforce. Based on our research, the majority of organizations clearly see the value in investing in remote session solutions and are achieving improved support KPIs.".

News URL

https://www.helpnetsecurity.com/2022/05/18/it-help-desk-stress/