The CIO-Millennial Divide: Struggling to Keep Up with Younger Workers' Tech Support Expectations - Slide 8

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How IT departments support Millennials in the digital workplace

As discovered in the first survey, Millennials feel that ten minutes or less is more than enough time for an IT problem to be solved when at work. To no surprise, the second survey revealed that IT managers feel differently. About 25 percent said an hour to more than an hour was a reasonable time frame for technology issues to be solved. Despite the fact that IT departments have to handle requests from entire enterprises, and that each must be prioritized based on severity and scale, the instant gratification that Millennials are experiencing in the consumer world is still influencing their expectations for immediacy from IT.

Bomgar, a worldwide leader in secure, appliance-based remote support solutions, in conjunction with GigaOM Pro, recently released new research concerning the newest generation of workers known as the Millennials, and their expectations for IT support. Born in the 1980s and ’90s, Millennials have grown up in an instantaneous world with ever-present mobile phones, ubiquitous online access and a constant connection to friends and family via social channels.

Perceived by some to be a coddled generation, Millennials are now bringing those same instantaneous, always-on expectations into the workforce, challenging IT support organizations. But the research indicates that many Millennials also prefer lower-cost support channels and possess a desire to solve their own technology issues, creating opportunities for IT departments to improve efficiency and cut costs while increasing Millennials’ satisfaction.

The research, conducted by Isurus Market Research & Consulting, is outlined in a two-part report series written by GigaOM Pro and underwritten by Bomgar. In the first report, “Millennials in the enterprise: strategies for supporting the new digital workforce,” 400 Millennials were asked about their use of technology at work, particularly around their communication preferences, how they troubleshoot issues and what they expect in terms of IT support. In the second, “Millennials in the enterprise, part 2: benchmarking IT’s readiness for the new digital workforce,” 200 IT managers from midsize to large companies were asked about their preparedness to support the Millennial Generation, including their ability to meet quick response times and communicate through text-based channels.

“Our research highlights the biggest challenges for IT departments: Millennials expect immediate responses, prefer a wider variety of communication channels and, when it comes to problem solving, often turn to Google and outside resources before contacting support,” said David Card, research director at GigaOM Pro. “Overall, IT organizations are faring pretty well to support Millennials’ need for mobility, but they need to work on creating support systems that cater to Millennials’ desire for immediacy, self-sufficiency and collaboration.”

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