Workers Have Bypassed IT Support for Personal Tools

A new industry report shows that employees frequently bypass official support channels to resolve technical issues.

Updated on Oct. 6, 2026 in Remote Work

Workers Have Bypassed IT Support for Personal Tools

Live Poll

Do you feel your workplace's IT support system effectively resolves your daily technical problems?

The 2026 IT Experience Gap Report from Buchanan Technologies reveals that 92% of U.S. office workers have resorted to workarounds or duplicate tickets to handle technical problems. Many employees choose to use personal tools or AI rather than engaging with official IT support departments.

Why it matters

Employees often skip reporting technical issues because they perceive the ticketing process as slow or ineffective. This reliance on workarounds creates significant visibility gaps for IT departments and poses potential security risks for businesses.

The study found that 72% of respondents have used their own tools or AI to solve problems, while 80% reported having tickets marked as resolved despite the issue remaining.

The players

Buchanan Technologies

This Grapevine, Texas-based company provides managed IT services and digital transformation support for enterprise clients.

The details

Workers frequently lose personal time or miss project deadlines due to these unresolved technical hurdles, with 66% reporting lost time and 56% missing deliverables. Despite these struggles, 81% of surveyed staff maintain confidence in their IT support teams to handle major problems.

In July 2026, Buchanan Technologies surveyed 850 U.S. office workers.
On October 6, 2026, the company officially released the report.

Market Landscape

This trend reflects a broader shift toward 'shadow IT,' where employees prioritize speed and personal productivity over enterprise-standard support protocols. It challenges companies to close the gap between rigid internal processes and the rapid innovation found in consumer-facing AI tools.

Employees may face heightened security risks and lack of support by using unsanctioned AI or personal software for work tasks. Conversely, organizations might need to rethink their IT response times to ensure staff feel supported rather than forced to find outside solutions.

The takeaway

Organizations should evaluate why their internal support systems are being bypassed to improve both security and operational efficiency. Encouraging open feedback between staff and IT teams can help align support services with the actual needs of the workforce.