December 6, 2018

When you desperately need IT support, who do you call?
In this age of digital IT transformation and Hybrid IT environment, managing IT assets and support services has become critical for every organization. Whether you are a company of 500 or of 5 employees, IT support is essential to meet the tech needs of your employees. It’s important to make sure that your employees are productive with the technology systems they are using and keep the systems up and running.
Failing to do that can make the company pay heavily for that as most of the times, IT downtime carries a very high price tag. According to Gartner, the average cost of IT downtime is $5,600 per minute. To ensure company-wide IT productivity, IT support is the backbone to keep the systems up and running. When employees in your organization need IT support, who do they call?
No matter what your answer, having quick access to qualified live support agents is vital in keeping your teams productive and operations thriving.
Self-service tools are not the answer for employee escalations. An employee wastes an average of 22 minutes* per day on technical issues they encounter resulting in a non-trivial 91 hours of lost business productivity. When you strive to balance operating costs and delivering exceptional technical support here’s an equation to keep in mind:
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22 minutes of employee time spent per technical issue costs $11.20/issue (average***)
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Cost per ticket for deskside support – $21.06**
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Total spent just to resolve a single issue – $32.26
- * https://www.prnewswire.com/news-releases/wasted-workday-employees-lose-over-two-weeks-each-year-due-to-it-related-issues-300239058.html
- ** https://www.thinkhdi.com/library/supportworld/2017/metric-of-month-desktop-support-cost-per-ticket
- *** https://careers.workopolis.com/advice/how-much-money-are-we-earning-the-average-canadian-wages-right-now/