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Hybrid Workers Unleash 'Ghost Shift' IT Nightmares
30 Apr
Summary
- Nearly half of IT requests now occur outside standard business hours.
- Most after-hours requests are routine, similar to daytime issues.
- AI self-service is emerging as a solution for after-hours IT support.
The rise of hybrid and flexible working models has introduced a new operational challenge for IT departments, as employees increasingly submit IT support tickets outside of standard business hours. A recent report indicates that nearly half (47%) of all IT requests are now made during what is being termed the 'ghost shift', with significant activity also occurring on weekends.
Despite the unusual timing, the nature of these after-hours requests remains largely routine, encompassing tasks such as password resets and multi-factor authentication unlocks. Escalation rates are comparable to those experienced during typical business hours. However, this surge in off-hours demand strains IT teams, often leading to a slight decrease in Service Level Agreement (SLA) resolution rates.
To cope with employee expectations for faster assistance, many workers resort to informal communication channels like Slack, further complicating IT workflow. Companies are exploring AI-powered automation and self-service tools to manage this 'ghost shift' demand without needing to expand human resources, aiming to provide quicker assistance and mitigate security vulnerabilities that can arise from delayed responses to critical issues.
