AI and automation “could cause IT service desks to go extinct”

• 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.

The evolution of service desks is increasingly leaning towards proactive IT solutions. Without this shift, the risk of AI and automation replacing traditional roles in service management looms large.

Almost all (96%) of IT professionals emphasize the need for enhanced proactivity in anticipating and addressing incidents. In parallel, 95% report that their departments…