14 September 2021. The perception of IT support has dramatically improved thanks to the successful response of service desks to the pandemic, lockdowns and working from home. According to new research from the Service Desk Institute (SDI), sponsored by Sunrise Software, 65% of organizations said that the overall business now has a more positive view of IT support, with just 4% seeing a decline in satisfaction. This rose to 72% in public sector organizations, where only 2% say perceptions had worsened.
Emphasizing the importance of keeping organizations operational, 61% of respondents in the research had supported key workers during the crisis, increasing to 83% in the public sector.