Corporate Vision Poor IT support drags down job satisfaction for 72% of UK professionals Nearly three-quarters (72%) of UK IT professionals say poor IT interactions are dragging down job satisfaction. With hybrid working now embedded across much of the UK workforce, reliance on seamless IT has never been greater – and when support falls short, the effects are felt across the business. Morale drops, teams feel overloaded, and performance takes a hit. These findings come from new research from TOPdesk, a leading global provider of IT service management solutions, based on a survey of 1,000 UK IT professionals. The study highlights that IT is no longer a background function, but a deciding factor in whether employees stay engaged, or start looking elsewhere. Despite their critical role, IT teams remain under-recognised and overstretched. Nearly two-thirds (64%) say that other employees underestimate the complexity of their work, and more than half (53%) believe staff raise tickets for minor issues rather than attempting quick fixes. Two-thirds (66%) think every employee should spend a day in IT to understand the demands of the job. The value of IT departments cannot be clearer. Eightyseven percent say seamless IT management contributes significantly to the success of employees across the business. When systems fail or support falters, the impact can ripple across the organisation: lost time, rising frustration, higher burnout risk, and weakening loyalty. The pressure inside IT is intensifying. Four in ten (40%) professionals say they are stuck in firefighting mode, leaving little capacity to prevent future failures. Almost a third of organisations report weekly major disruptions such as outages and hardware breakdowns, while smaller issues like unstable internet connections occur even more often. This cycle of firefighting leaves little room for progress or prevention. Over time, the risk of disruption grows, and IT loses bandwidth for the strategic improvements that build resilience and innovation. The fallout reaches far beyond the service desk. Nearly four in ten (39%) IT professionals say these disruptions create extra workload across the organisation every week. What begins as a local technical issue can quickly become a business-wide drag on time, productivity, and morale. 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.” IT can no longer sit in the background. Senior leaders need to treat the IT experience as a strategic priority and invest accordingly, or risk higher turnover, lower engagement, and sustained productivity loss. New research warns that overlooked IT pressures are putting productivity and retention at risk
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