A new report by the Service Desk Institute (SDI) has revealed that job satisfaction in the IT Service Management (ITSM) industry is on the rise.
SDI’s UK IT Service Desk Salary Survey 2008 questioned 257 ITSM professionals across the UK.
The survey found that over half (52%) of ITSM professionals are satisfied with their salary. 46% of male respondents are very or mostly satisfied with their salary while 49% of women felt the same way.
The survey also found that 55% of ITSM professionals feel valued by senior management.
Howard Kendall, Chairman of SDI, said: “Historically, ITSM has battled poor retention and low job satisfaction but these survey results show that the industry has turned a significant corner in recent years. Organisations are increasingly realising the value that the IT service desk brings to their business, and this is reflected in competitive salaries and real opportunity for career development.”
“The fact that the majority of professionals at all levels are content with their salary and incentive packages, as well as feeling valued in their role, shows they are finally getting the recognition they deserve from employers.”
Of respondents, 65% believe the economic climate will not have an impact on staffing levels and 41% are certain that it will not hinder the growth of their service desks. This is despite figures showing that over a third of recruitment budgets have been reduced.
SDI has pointed to the fact that 37% of respondents were female as evidence that the industry is proving to be an attractive career choice for women.
Kendall said: “Great steps have been made in encouraging women to become ITSM professionals, and part of this is the industry’s acknowledgement that IT service desks need to contain a balance of soft, communication and technical skills.”
However, the survey also found there is a pay imbalance between the genders, with a disparity in pay of 4.5% at IT Service Desk Manager level.
“The results also highlight that ensuring pay parity continues to be a priority. The difference in pay levels may be far less than they have been previously, but the issue is still on the table despite almost two decades of efforts to redress the balance,” said Kendall.
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