Poor IT support lowers morale & performance across UK firms

New research shows that 72% of UK IT professionals believe poor IT interactions are negatively impacting their job satisfaction.

Findings from a survey conducted by TOPdesk indicate that the consequences of insufficient IT support extend throughout organisations, with impacts on morale, workload, and overall business performance.

Impact on morale and performance

The study, which surveyed 1,000 UK IT professionals, identified that dependence on reliable IT has increased as hybrid working patterns become entrenched in the UK workforce. When IT support fails to meet expectations, the effects are not isolated to the IT department but are felt across entire organisations.

Lower morale, increased feelings of overload, and reduced performance were commonly reported outcomes when IT support was lacking. These challenges are leading to questions of employee retention, with IT now considered a significant factor in whether employees remain engaged or start seeking new opportunities.

Under-recognised and overstretched

The research highlighted the pressure faced by IT teams, who described themselves as under-recognised and stretched thin. According to the survey, 64% of those questioned believe other employees underestimate the complexity of their work. More than half (53%) stated that staff tend to raise tickets for issues that could often be resolved with basic troubleshooting.

Echoing this sentiment, 66% of respondents suggested that every employee would benefit from spending a day working within the IT department to better understand the demands of the role.

Contribution to organisational success

The importance of effective IT management was underscored by the finding that 87% of surveyed professionals believe seamless IT service significantly contributes to employee success. Poorly managed IT or recurring system failures can lead to lost time, frustration, a higher risk of burnout, and decreasing loyalty among staff.

Ongoing operational pressures

The study revealed that 40% of IT professionals describe their work as being stuck in 'firefighting mode', leaving limited opportunity for action that could prevent future issues. Reports of weekly major disruptions, including outages and hardware failures, were noted by nearly a third of respondents. More routine problems, such as unstable internet connections, occur with greater regularity.

This ongoing focus on immediate fixes leaves little time for IT teams to address root causes or invest in strategic improvements that could build resilience within organisations. The risk of disruption grows under these circumstances, and the capacity for strategic change diminishes.

Business-wide consequences

The impact of IT issues extends beyond the IT department. Nearly four in ten (39%) professionals reported that technical disruptions generate extra workload for other employees every week. An initially localised IT problem can quickly develop into an organisation-wide issue which affects productivity, morale, and the efficient use of time.

Hannah Salt, Head of Customer Enablement at TOPdesk, commented: "IT shouldn't be invisible until it breaks. When systems fail or IT teams feel unsupported, frustration spreads quickly across the business. IT is the engine room of the modern workplace, and when it stalls, the whole business feels the effect. Leaders need to recognise and resource IT as a driver of engagement and performance. Do that, and you protect morale, safeguard talent, and keep the business moving."

The research suggested a strong link between the condition of IT support and the operation of the wider business. Staff across roles can be affected by insufficient resources or recognition for IT, resulting in wider organisational impact.

Strategic priority

The findings indicate that IT cannot be treated as a background concern. Senior leadership is advised to view IT experience as a strategic priority, with appropriate investment needed to reduce turnover, maintain engagement, and limit productivity losses.

The survey was conducted by Censuswide and comprised responses from IT professionals working in UK organisations with over 25 staff. The results from the UK are part of a broader international research exercise covering several European countries.