If you or your organization is handling more help desk calls, and resolving issues faster but with the same number or fewer support reps, you are not alone.

A soon-to-be-released survey of 500 help desk/IT professionals commissioned by Numara Software (News - Alert) reports that more than 62 percent have seen an increase in service requests or trouble tickets over the past several years. 50 percent indicated that there has been an increase in first call resolution rates over the past year.

At the same time 66 percent said their staffing levels had stayed the same in recent years while eight percent reported a decrease. More than 86 percent of respondents said they expected their IT budget to stay the same or increase in the next quarter.

 

Other trends covered in the survey include budgeting, IT eco (News - Alert)-system and role complexity, channels of service and alignment of IT operations with business strategy.

 

“More than 90 percent of our respondents reported that their roles and responsibilities have become more complex.” says David Giles, vice president of services and support, Numara Software. “Numara Software has continued to be instrumental in providing the kinds of solutions that help IT departments manage their resources in response to both internal and external requests. Our tools enable service desks to continue providing high-quality service in these complex environments despite the other challenges they might face.”