Advancements in technology are set to revolutionize IT support. Automation and artificial intelligence will enable software problems to be detected and fixed automatically. Employees may receive better training through internal learning platforms to resolve issues independently. According to research, a significant percentage of end-user professionals believe traditional service desks will be obsolete by 2027, while others predict an evolution into 'experience desks.' This shift indicates a focus on enhancing the overall employee experience, transforming IT roles from execution to design.
So we did this research together with a research firm, and as you say, 72% of end user competing professionals believe that the traditional service desk, and I'm quoting, will be extinct by 2027. So there is a big change that is expected.
I personally feel very privileged to be in this field in this era, because what is happening is mind blowing around that 96% are also saying that the rapid evolution of end user computing is an attractive career opportunity for them, and 92% feel that the service desk will not necessarily disappear, but will evolve into something that they start to call the 'experience desk', that more holistically looks at what is the end-to-end employee experience.
All of this artificial intelligence, all of this automation is not coming into place on its own. Somebody needs to tell the system what to do, at least with the technology that we're seeing today and in the next couple of years. So we're seeing a transformation of some of the jobs that IT are doing today, from executing the playbook to actually writing the playbook.
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