Is the IT enterprise helpdesk an endangered species?

The IT helpdesk could be extinct by 2027 according to a new survey of 1,000 global IT workers which finds that 79 percent believe the current service desk model will be unrecognizable within three years, with 77 percent saying new technologies will render it 'redundant' by 2027. The study by digital employee experience company Nexthink shows 87 percent of IT workers also report that, with digital transformation having greatly expanded the size and complexity of enterprise IT environments, incident response is 'economically unsustainable' unless helpdesks have significant proactive capabilities. However, while the evolution of the service desk is seen as… [Continue Reading]