IT service desk experts must learn new skills to stay relevant in the industry, report warns
IT helpdesks need to evolve or face extinction in the age of AI
Both AI and automation are expected to render them obsolete
Helpdesks could transform into “experience desks” if they adapt
The traditional IT help desk, often the backbone of enterprise tech support, is facing a seismic shift as digital landscapes grow more complex and demanding, new research has claimed.
A report from Nexthink based on a survey of 1,000 IT workers worldwide has revealed growing concerns and excitement over the evolution of the service desk model and the impact of artificial intelligence (AI) and automation on end-user computing (EUC).
The short response to this survey is that traditional IT service desks will become “extinct” in a few years. Almost four-fifths (79%) of IT workers believe traditional service desks will be unrecognizable within three years, while just slightly less (77%) predict that new technologies will render them redundant by 2027.The decline of traditional service desks
As companies increasingly rely on complex digital systems, the number of incidents and technical issues has grown, and IT departments are feeling the pressure to keep up with these demands.
The survey found the vast majority (87%) of IT workers believe incident response is economically unsustainable without significant proactive capabilities.
