Is IT out of trace? Lately, there has been a vast IT-employee gap, hindering the productivity of remote employees.
Lately, there is an evident detachment concerning IT teams and employees – which can hold companies back from evolving in the marketplace. Besides, this is affecting businesses from embracing a long-term, successful digital workplace – reveals a recent study from 1E.
It is clear that the physical separation of the workforce from IT support has compounded the existing communication and perception blocks. The study found IT teams lack the knowledge of the home-office employee experience. The respondents have severely underestimated IT-induced downtime and disruption while overestimating employee satisfaction.
With this misalignment, the cyber-security concerns are rising. Half of the IT managers spent the most amount of time working on securing the remote devices – however, security is not in the top three priorities which employees listed for IT firms. Instead, the top concerns involve preventing IT disputes and the swiftness with which they are being resolved.
All the IT managers surveyed believe that end-users are satisfied with service desk experience – where about 44% of workers are completely satisfied. Furthermore, around 36% of employees are undergoing more IT problems than ever, indicating a surge in digital disruption.
As mentioned by Sumir Karayi, CEO at 1E, in the company blogpost – “The onus is on organizations to invest in and provide anywhere-based employees with a first-class digital experience, comparable to an in-office experience…Employees will only flourish in a remote-first setting with the proper devices, technology, automation and real-time support that promote minimal disruption.”
Again, nearly 76% of IT professionals revealed it is easy to identify performance issues without distracting the employee. However, 69% of employees noted that they feel disrupted when IT resolve their problems – highlighting the requirement for real-time self-service capabilities and remediation.
Indeed, this acute lack of communication among different departments has become a concern for IT leaders and their organizations. Almost 75% of companies plan to move from service-level agreements into experience-level agreements – and ultimately, to better measure and report upon employee satisfaction.
Read More: Maintaining Customers’ Trust over IP
Even the IT teams are aware of such disconnect, with nearly 93% reporting leadership needs to look after the employees – about their challenges while working remotely. Currently, it is no surprise that technology trends and seller agendas play a critical role in how IT aligns its roadmaps.
This decade presents a real opportunity for IT companies to drive change that will positively influence the lives of workers. To implement that, tech leaders should focus more on employee needs, greater transparency, and information flow between the IT and other teams.