IT Help Desks in the dog house

Business users are dissatisfied with help desk support; so much in fact that they rank it last when asked about the importance of these technologies to their jobs, reports Tekrati. Additionally, less than half of the respondents report satisfaction with IT’s communication efforts about changes in the organization and new technology releases. The study, conducted by Forrester Research, measured the opinions of 2000 users in regard to their IT organizations and the technologies that they deploy. 

Help Desks are the face of the IT department to the rest of the organization. With such negative impressions left on users, they may be quick to question the commitment of IT to support, service, and drive the overall business.  These findings reinforce the need for IT organizations to rethink their relationships with business users and to work quickly to build credibility by delivering on user expectations. It also shows that change management as an organizational discipline is far from maturity.