Credit: dreamstime_7499370
Australian employees are overwhelmingly happy with the service they get from their IT departments, despite the fact that we lead the world in outsourcing them, according to a new study by IT device management company, LANDESK.
The global survey covered five countries including Australia, the US, the UK, France and Germany, and found that 77 per cent of Australian respondents gave their IT department an ‘A’ or ‘B’ grade.
Despite this, Australian organisations are the most likely to outsource IT at 26 per cent. This compares with a global average of 21 per cent.
For those of us retaining their IT departments, Australia's boffins were able to provide a solution to an IT issue within 24 hours 88 per cent of the time.
Under three per cent of Australians said they were always able to solve their own IT challenges, but this certainly didn’t stop them from trying. The study found that 74 per cent would now attempt to solve their own issues first, before contacting IT. This is slightly higher than the global average of 71 per cent.
When it comes to fixing IT issues, Australians are a persistent bunch. Along with respondents in the US and Germany, we are most likely to keep trying for a day or more before contacting IT.
The most common methods used by Australian employees to reach out and fix problems was Google with 61 per cent, co-workers at 47 per cent and finally corporate resources at 36 per cent.
Only 14 per cent of Australian users said they had contacted IT immediately when they encountered a problem. However, the primary method Australians use is email. Once making contact, 23 per cent reported getting a resolution within the hour, an additional 37 per cent said they got a resolution within day. In 85 per cent of cases support came within 24 hours.
