Millennials are Challenging IT Support Organization: Research Summary

Millennials vs. IT Mangers: Study Shows Disconnect in IT Support

Expectations

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Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011

• 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

Millennials expect near-instant responses when they have an IT issue

BOMGAR™Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011

• 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

Millennials tend be self-sufficient when troubleshooting technology issues

BOMGAR™Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011

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

• 6 out of 10 Millennials said the telephone was not their first choice

• 70% did not list email as a preferred communication channel

• Chat was among the top three choices for over half of Millennials surveyed

The majority of Millennials prefer instant text-based communication over traditional telephone or email

BOMGAR™Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011

• 74 % of Millennials give support a positive rating

• 59% of Millennials say support affects work satisfaction

Millennials do not have a bad impression of IT support, but it does impact their workplace satisfaction.

BOMGAR™Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011

• 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”

• More than 50% of Millennials say they follow all or most of their company’s IT policies

IT managers think Millennials are very different, but younger workers are trying to follow IT policies

BOMGAR™Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011

Download the complete “Millennials in the Enterprise”

research report series:

www.bomgar.com/millennials

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Source: GigaOM Pro Supporting Millennials in the Digital Workplace survey, underwrtten by Bomgar and conducted by Isurus Market Research & Consulting, July 2011