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