Netviewer has announced the findings of <A HREF="http://www.webitpr.com/release_detail.asp?ReleaseID=6301">a new survey into IT helpdesks.</A> The survey from independent research firm Vanson Bourne, shows that one in five users admit that they don't always provide accurate information about the nature of a computer problem--the main reasons being a lack of insight (45 percent), a lack of time (30 percent), or a lack of appropriate vocabulary (25 percent). 15 percent said they felt too embarrassed.

However, 31 percent of internal IT helpdesk users are dissatisfied with the quality of support they receive. The figure rises to 48 percent for users of external (third party) IT helpdesks.

Rather than contacting a helpdesk, 40 percent of respondents prefer to stop working and try to fix the problem themselves. It also appears that many people rely upon non-professional help from colleagues, friends or relations with 92 percent of respondents saying that they have at some stage tried to assist someone at work with IT issues. This is a worrying finding given that 30 percent describe themselves as less than moderately IT literate.