IT helpdesk staff face an uncertain future, with 80% of IT workers believing the service desk model will be unrecognizable in three years due to technological advancements.
Yassine Zaied emphasizes that businesses are investing heavily in digital transformation yet struggle with underperforming devices and poor user experiences, undermining efficiency.
The transition to an 'experience desk' requires helpdesk workers to adapt and upskill, especially in generative AI and enhancing employee experience to remain relevant.
Despite excitement around AI and automation, two-thirds of IT workers express concern over their future job prospects in the evolving tech landscape.
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