Service desks are reaching breaking point trying to cope with demand – but finally being recognised for their efforts.
Research by Sunrise Software into service desk workloads reveals that 60% “can’t cope” with the influx of enquires, caused predominately by the rise of mobile device support requests. The increase is so acute that 93% of service desks are now forced to action upgrades at the weekend or out of hours. Overall, 93% of service desks questioned say that the business is more demanding than ever.
On a more positive note, 60% say the service desk is better understood and valued compared to five years.
The usual seasonal lull has vanished, with 67% saying workloads had rocketed during the summer holidays. Mobile devices are once again the culprit as people requested replacements and reported security breaches while on hols.