Velocity Research Report 2022

Transformation in IT Support
EMPLOYEES WANT SELF-SERVICE OPTIONS
This step-change in employees’ experience of IT support reflects the shift towards the welcome extension
of self-service access to IT expertise.
However, there is one major exception to the overall improvement in IT service model: the way in which
employees access replacement kit. It is still taking just over three days to receive replacement
hardware from the IT department. With 33% UK and 40% USA employees experiencing technology
problems that have necessitated hardware replacement whilst working remotely, this is both hugely
frustrating and a serious detriment to productivity.
Even more time consuming is an apparent need for face to face interaction with IT to access new kit
(52% UK and 58% USA) by either collecting from the IT department or delivered by a member of the
support team.
Just 10% (UK) and 11% (USA) employees want personal support from in-house IT specialists, preferring
to control the time and place of the interaction.
Over half (53%) UK and 45% USA employees prefer to use online chat and email; while 24/7 phone IT
technician support is the preference of 37% of USA and 30% of UK employees, further underlining the need
for support services to match the new flexible working approach.
UK 33%
USA 40%
UK 52%
USA 58%
EMPLOYEES EXPERIENCING TECH
PROBLEMS THAT REQUIRE
HARDWARE REPLACEMENT
EMPLOYEES REQUIRING FACE-TO-FACE
INTERACTION WITH IT DEPARTMENT
TO COLLECT NEW KIT
UK 10%
USA 11%
EMPLOYEES WHO WANT
IN-HOUSE IT SPECIALISTS
UK 53%
USA 45%
PREFERENCE TO ONLINE
COMMUNICATION
UK 30%
USA 37%
PREFERENCE TO PHONE
IT TECHNICIAN SUPPORT
This equipment is pre-configured and can be set up online – so why are expensive, in-demand IT
resources compelled to play postman? This is not just wasting the time of employees; it is a vastly
inefficient IT support model – especially when there are proven alternatives that are faster and preferred.
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