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4 things employees hate about IT (and how to fix them)

Sharon Florentine | Feb. 5, 2016
When it comes to gripes about IT, CIOs need to go back to basics to address the needs of their most important customers -- their internal users.

That satisfaction and greater productivity can spread quickly, and help increase trust in IT as well as speed adoption of cutting-edge, innovative technology that could create a competitive advantage, Chapleau says. But you'll never get there if your users don't even trust you to provide them with decent, high-functioning equipment.

"Part of your brand as a CIO is dependent on organizational trust -- and everything you do builds on or erodes that trust. Users think, 'If I can't even get my basic computer to work, how can I trust that your more complex technology solutions are going to be beneficial? This new BI solution sounds great, but my computer is so slow and old, I'm not going to use it, I'm not going to even try,'" Chapleau says.


For CIOs, mobile devices are a real annoyance, whether they're company-issued or if there's a bring-your-own-device (BYOD) policy in place. The Green Elephant survey showed that 64 percent of respondents are unhappy with IT's management (or lack thereof) of their mobile device, because neither approach allows users the functionality and flexibility they need, Chapleau says.

"If you have a company-issued phone, that's a hassle, because often you can't use your 'personal' apps or functions on that for security reasons. Even where organizations allow for BYOD, they tend to take a 'laissez faire' approach and say, 'Okay, we'll set you up, but we're not supporting it, we're not troubleshooting, we're not helping you with integration or security or anything -- it's your device, it's your problem,'" says Chapleau.

Neither approach is satisfactory, because both leave users wanting and security vulnerabilities, he says. IT departments need to figure out, based on the unique needs to their organizations, how to properly accept, integrate, manage and maintain users' mobile devices to improve user satisfaction, security and compatibility, he says.

"Mobile devices are most people's primary device nowadays. They use it for e-mail, texting, corporate applications, yes, even social media -- and all of these have to be integrated into the workplace environment. The path of least resistance -- of 'Well, I'll let you connect to the corporate network but don't ask me to fix anything' leaves security holes, and leaves users feeling ignored by IT, neither of which are good," Chapleau says.

3. The help desk

On average, most users will contact their help desk once a month, Chapleau says. Their satisfaction with that interaction is critical to how IT is viewed throughout the business, so IT department help desk personnel and managers should do all they can to make it a positive experience. According to the Green Elephant survey, 42 percent of users said they found their help desk lacking in courtesy -- that's not very satisfying.


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