Human-centered IT support is key to employee satisfaction and productivity in Hong Kong

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Nine in ten employees (90%) in Hong Kong recognise that AI has a positive role to play in helping them stay productive, while eight in ten (86%) prefer a blend of AI and human interaction, according to Lenovo.

The new global study from Lenovo reveals that of the 12,000 employees surveyed, 87% respondents welcome AI to help resolve IT issues. Among which, an even mix of AI and human interaction is most preferred across markets (36%), while 22% and 23% prefer either more AI support or more human interaction respectively.

Of the various areas that AI application can help in IT support, resolving IT issues with minimal disruption (37%), offering 24/7 support during weekends and holidays (29%), and analysing past issue and come up with solutions to help improve IT system (27%) and the top three areas chosen by respondents.

Similar results were generated among employees in Hong Kong in their preferred blend of AI and human support. Survey respondents see the key benefits of AI-powered IT being able to offer 24/7 support even during weekends and holidays (39%), and automatically resolve IT-related issues (38%) with minimal disruption (34%).

In Hong Kong, 92% believe they would be more productive if their IT issues at work were resolved quickly and efficiently. Another 84% say poor IT support has decreased their motivation at work. Results show an efficient and effective IT support system needs to be in place to power today’s hybrid workforce.

“As workplaces have evolved with the rise of hybrid work, IT support for employees clearly hasn’t kept pace,” said John Stamer, Vice President and General Manager, Global Product Services at Lenovo.

“With the growing adoption of cloud services, digital intelligence and the metaverse, organisations’ IT environments are only going to become more complex, so effective IT support will become even more essential to employee experience and morale.”

“The mandates of CIOs to drive enterprise transformation have never been more urgent. IT departments need to deliver on employees’ experience of IT, every single day,” said Mr. Stamer.