Gartner recently reported that 47 percent of organizations plan to continue to operate fully remotely after COVID-19.
In light of this finding, mobile management software firm NetMotion surveyed 500 IT professionals and 500 remote workers in the U.S. and U.K. to better understand the dynamic between remote employees and IT.
The survey, conducted in September 2020, found that 82 percent of businesses used monitoring tools to gain insight into the remote work experience. However, 27 percent of the time IT teams were still unable to remotely diagnose the root cause of a technical problem and only 45.6 percent of issues reported to IT were resolved satisfactorily.
Twenty-five percent of respondents said they felt IT departments did not value their feedback. Of the 66 percent of remote workers who said they experienced an IT problem, 57.5 percent did not notify IT.
The survey also found that 62 percent of employees had used "rogue applications" instead of following their organization's official IT policy. Thirty-eight percent used productivity apps such as Google Docs and Doodle, and 32 percent used communication software such as WhatsApp and Zoom.
NetMotion concluded that IT's failure in three key areas—not having visibility into remote workers' activities; failing to diagnose the root cause of problems; and a negative perception of IT among employees—is contributing to a "burgeoning IT-employee divide." Owen Hughes "Remote working is driving a wedge between employees and IT support" techrepublic.com (Oct. 13, 2020).