Picture this: your laptop freezes mid-Zoom call, your camera awkwardly captures you in pixelated agony, and the meeting host calls on you just as your mic refuses to cooperate. What’s your first move? If you’re like most people, it’s not dialing IT. Instead, you’re Googling fixes, rebooting your system, and maybe even smacking the keyboard—anything to avoid the dreaded tech support call.
According to the 2024 Sagiss IT Perceptions Survey, 79% of employees attempt to fix technical issues themselves before reaching out to their IT department. It’s a statistic that speaks volumes about how IT professionals are both indispensable and, paradoxically, the last resort. For IT departments, this might feel like a mixed blessing. While their contributions are valued—86% of workers see IT as essential or very important to organizational success—the stereotype of the gruff, socially awkward techie still clings like bad Wi-Fi.
So, what gives? How did the department that keeps companies running turn into the hero nobody wants to call? Let’s unpack the data.
The Sagiss survey, conducted among 585 U.S. workers, reveals a workplace culture still peppered with IT clichés. More than half of respondents say they expect to hear the old chestnut, “Have you tried restarting it?” when calling IT support. And 41% describe IT workers as socially awkward, while 37% say tech staff often fix problems without explaining what went wrong.
Yet, despite these lingering stereotypes, 55% of respondents say their views of IT professionals have become more positive in recent years. Maybe it’s because IT has proven itself indispensable in the remote work era, deftly managing everything from VPN setups to cybersecurity threats. Or perhaps people are beginning to see IT for what it truly is: the backbone of modern work.
Still, it’s clear that many employees are going it alone when tech trouble strikes. Nearly two-thirds of survey participants feel there’s an implicit expectation to solve IT issues themselves before calling in the professionals. Is this self-reliance a sign of growing technological fluency, or is it a reflection of the “don’t bother IT unless it’s critical” culture many workplaces foster?
The answer is probably a mix of both. On one hand, today’s workforce is more tech-savvy than ever. Employees are used to navigating complex software, troubleshooting apps, and Googling fixes for their personal devices. On the other hand, there’s an unspoken reluctance to engage with IT unless absolutely necessary, possibly fueled by fear of feeling judged—or just a desire to avoid the perceived hassle.
It’s a shame because IT teams are doing much more than resetting passwords and fixing frozen screens. According to the survey, 59% of employees recognize that IT’s most critical role is safeguarding data and protecting organizations from cyber threats. This is a department that has evolved far beyond its help-desk roots to become a strategic partner in business success.
The problem, then, isn’t IT itself—it’s the perception of IT. Stereotypes die hard, and phrases like “IT guy” conjure up images of a hoodie-clad loner with questionable social skills, not a collaborative problem-solver. It’s an image reinforced by pop culture, where IT professionals are often depicted as quirky side characters rather than central players.
But the tide is shifting. With cybersecurity threats on the rise and technology driving every facet of business, IT is finally getting its due. Organizations that fail to invest in IT risk falling behind—or worse, falling victim to costly breaches. And employees are starting to see IT in a new light, with more than half of survey respondents reporting a positive shift in how they view their tech teams.
For IT departments, this is an opportunity to reframe the narrative. By communicating their strategic value and breaking down the barriers of “us vs. them” thinking, IT can position itself as a trusted ally rather than a last resort. This could mean hosting workshops to demystify technology, sending out plain-English updates about cybersecurity, or simply being more visible in the day-to-day operations of the company.
The 2024 Sagiss IT Perceptions Survey tells a story of progress and potential. Yes, old stereotypes persist, and employees still hesitate to pick up the phone when their devices go rogue. But the data also points to a growing appreciation for IT’s role as both problem-solver and protector.
Perhaps the real question isn’t why employees are reluctant to call IT but how IT can make that call feel less like a last resort and more like a conversation with a trusted partner. After all, when your screen goes dark, it’s not just about fixing a device—it’s about keeping the whole show running. And who better to save the day than IT?
