IT helpdesk staff suffer abuse from end users

IT helpdesk workers have a tough job - most take considerable abuse from the end users they're hired to assist.

According to a recent survey, 81 per cent of IT support workers have been verbally abused by callers. And about one in five admitted to receiving calls that were so bad they considered quitting on the spot.

Older male callers were found to be the most difficult to deal with. Women and younger callers were easier on the helpdesk workers, the research showed.

So how could service desks be improved? The number one response among end users was to get rid of automated voice response systems. They'd also like helpdesk workers to have the technology to solve problems remotely and - evidence of the recent wave of offshoring for IT support - 70 per cent say IT service workers need a better command of English.

The survey consisted of interviews with 1,000 adults and was conducted by Touchpaper, a company which provides technology for IT service management.