Millennials are Challenging IT Support Organization: Research Summary

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New research by GigaOM Pro and underwritten by Bomgar uncovers the challenges IT organizations are facing in supporting Millennial workers and customers. For the full research reports, visit: www.bomgar.com/millennials

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Millennials are Challenging IT Support Organization: Research Summary

  1. 1. Millennials vs. IT Mangers: Study Shows Disconnect in IT Support Expectations<br />Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011<br />BOMGAR™<br />
  2. 2. Millennials expect near-instant responses when they have an IT issue<br />Nearly 60% of Millennials think 10 minutes or less should be more than enough time to address and solve a problem<br />Only 25% of tech support groups have a policy or SLA for a response time of less than 10 minutes<br />33% of Millennials wait longer than they find acceptable for a response from their support department<br />BOMGAR™<br />Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011<br />
  3. 3. Millennials tend be self-sufficient when troubleshooting technology issues<br />61% of Millennials look first to sources outside the company when initially trying to solve a problem <br />The vast majority (71%) have used Google to search for a solution at least once; some more than 5 times<br />BOMGAR™<br />Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011<br />
  4. 4. Millennials are “mobile” at home and at work<br />30% of Millennials use a mobile device for work on a weekly basis<br />20% Work outside of work hours almost every day.<br />41% stop working if they are working outside of office hours and cannot get tech support<br />BOMGAR™<br />Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011<br />
  5. 5. The majority of Millennials prefer instant text-based communication over traditional telephone or email <br /><ul><li>6 out of 10 Millennials said the telephone was not their first choice
  6. 6. 70% did not list email as a preferred communication channel
  7. 7. Chat was among the top three choices for over half of Millennials surveyed</li></ul>BOMGAR™<br />Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011<br />
  8. 8. Millennials do not have a bad impression of IT support, but it does impact their workplace satisfaction.<br />74 % of Millennials give support a positive rating<br />59% of Millennials say support affects work satisfaction <br />BOMGAR™<br />Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011<br />
  9. 9. IT managers think Millennials are very different, but younger workers are trying to follow IT policies<br /><ul><li>More than 80% of IT managers think Millennials are different from their older peers in terms of technology expectations, nearly half think they’re “very different”
  10. 10. More than 50% of Millennials say they follow all or most of their company’s IT policies</li></ul>BOMGAR™<br />Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011<br />
  11. 11. Download the complete “Millennials in the Enterprise” research report series:www.bomgar.com/millennials<br />Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011<br />BOMGAR™<br />

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