Member Article

Research shows 25% surge in IT support requests for SMEs since the pandemic began

Research conducted on behalf of Cantium Business Solutions, a specialist provider of IT, HR and Finance solutions, has revealed how IT support services in small and medium enterprises have coped since the start of the pandemic.

The survey of IT decision-makers drawn from small and medium sized businesses across Great Britain showed that a quarter of those surveyed reported an increase in IT support tickets and requests since restrictions came into place mid-March this year. Medium-sized businesses saw a particular increase with fifty-nine percent reporting more support requests, while the figure for small businesses was thirty-nine percent.

Connectivity issues (forty-six percent) topped the list of support challenges facing IT service desks, followed by computer issues such as laptops not turning on, freezing or poor battery (twenty-eight percent) and networking issues including lost access to shared drives at twenty-four percent. Connectivity was the biggest issue for medium-sized businesses (fifty-two percent).

Investment in IT support set to increase The survey also asked about attitudes towards investment in IT support services. Almost three quarters (seventy-Two percent) of IT decision-makers agreed that IT support investment is likely to grow over the next five-years.

Mark Scott, CEO at Cantium Business Solutions, comments on the results regarding investment: “We are seeing an increase in demand for IT support services and with this comes the need to shift to self-serve models that address the needs of a more mobile workforce. IT professionals will need to consider how they create an experience for employees that empowers them with knowledge and solutions. Part of this will be investment in technologies that support channel shift and enable accurate, convenient and faster IT support interactions.”

**IT support important for long-term remote working ** The survey revealed that eighty-five percent believe IT support services will be important to companies that continue to work remotely after the pandemic subsides.

Mark adds: “We are seeing a firm focus being placed on IT support. Especially for companies looking to carry on working from home long term. Although not every small business has made the switch, the increase in support requests seen over the last six months shows there has been overall disruption to the working lives of employees across all sectors. It is important that investment and support for IT services continues to enable positive and productive experiences for employees.” Mark concludes.

This was posted in Bdaily's Members' News section by Cantium Business Solutions .