More than half of Belgian IT professionals experience increased workload because colleagues lack digital self-reliance. Four out of ten organizations face major IT disruptions weekly, leaving little time for strategic IT projects.
According to European research by TOPdesk, surveying 6,000 IT managers including 1,000 in Belgium, 54 percent of Belgian IT professionals see workload increasing due to other employees’ digital incompetence. Employees call or email IT even for simple problems, instead of first trying to find a solution themselves. This creates pressure, as IT departments in many organizations are already in permanent crisis mode.
Major disruptions weekly
In 42 percent of Belgian organizations, IT teams must resolve major incidents weekly, such as system failures or data loss. Minor problems, like slow connections or login issues, occur weekly in 53 percent of cases and even daily in 12 percent.
read also
Slow Response to Email Incidents Increases Ransomware Risk by 79 Percent
As a result, 46 percent of IT professionals indicate they barely have time to prevent future disruptions. Nearly half (47%) also find that colleagues often cause incidents themselves. 57 percent experience that other departments insufficiently understand IT complexity.
The impact on workload is clear. 22 percent call it challenging, 6 percent even problematic. Yet 73 percent of Belgian IT professionals acknowledge that their department plays a key role in long-term business performance and innovation.
Self-reliance
Because so much time is spent on incident management, less space remains for projects involving AI, automation, and improving the digital employee experience (DEX). IT teams see the most gain in better communication with other departments: 79 percent expect incidents to be resolved faster if interdepartmental coordination improves.
Organizations are therefore increasingly investing in cloud-based collaboration tools (37%), AI-driven IT support (36%), and self-service portals (33%). These are intended to increase employees’ digital self-reliance.