Data Overview Report

The State Of The Service Desk, 2022

Despite IT Heroics, Technology Systematically Fails Employees

May 9th, 2022
Will McKeon-White, Senior Analyst
Will McKeon-White Senior Analyst
With contributors:
Lauren Nelson , Chris Langlois , Marissa Fritz

Despite high satisfaction rates with the service desk, data suggests that employees are living with ongoing problems that the service desk can’t fix. This isn’t IT’s fault, but rather the result of systemic devaluation of employee experience (EX). Putting EX at the core of technology considerations is critical to reducing employee and productivity disruption.

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