Introduction
In 2024, I expect that IT support will look quite different than it does today. Advances in technology like artificial intelligence, automation, and augmented reality will change how IT support teams operate and serve their customers. However, the human element of IT support will still be essential for providing excellent customer service and solving complex issues. Here are some of the key ways I foresee the future of IT support evolving over the next few years.
Increased Use of AI and Automation
Artificial intelligence and automation will take over many of the routine, repetitive tasks that currently occupy IT support teams. Chatbots and virtual agents powered by AI will be able to handle simple requests like password resets, software installations, endpoint configurations, and more. This will free up human IT support agents to focus on more complex issues that require critical thinking, troubleshooting, and interpersonal skills.
Additionally, automated systems will be able to detect and fix common IT problems proactively before they affect end users. For example, systems monitoring and management software can identify performance issues or misconfigurations and automatically remediate them. This will reduce downtime and improve the user experience.
Augmented and Virtual Reality for Remote Support
Augmented reality (AR) and virtual reality (VR) tools will revolutionize remote IT support in the coming years. AR devices will allow support agents to see what end users see and guide them through repairs in real-time, even if they are not physically present. This will improve first-call resolution rates.
VR will also enable more interactive and immersive training experiences for end users. Support agents can simulate different environments and problems to walk users through solutions step-by-step in a risk-free setting. This will improve self-service options and user independence.
The Rise of Self-Service Portals
More organizations will invest in customer-facing self-service portals that allow end users to troubleshoot and solve common IT issues on their own. These portals may use chatbots or intelligent virtual agents to handle simple queries. But they will also have extensive knowledge bases, videos, step-by-step tutorials, and communities that enable users to find solutions at their convenience.
This self-service approach gets users answers faster. It also reduces the burden on IT teams so they can focus their efforts on high-value tasks. However, human IT agents will need to keep these knowledge bases comprehensive and up-to-date.
A Shift Towards Proactive Support
IT support will rely far less on reactive break/fix work. Instead, teams will become increasingly proactive, using data and analytics to predict and prevent issues before they occur. Expanding monitoring capabilities, Internet of Things (IoT) integrations, and better analytics tools will enable this proactive shift.
Support teams will also do more end user training and education to address problems preemptively. For example, they may hold virtual workshops on cybersecurity best practices to reduce malware incidents. Taking this preventative approach improves productivity for users and reduces costly outages.
More Focus on Business Alignment
There will be greater emphasis on aligning IT support closely with business objectives and needs. Support teams will become trusted advisors and consultants that provide strategic recommendations, not just technical services.
To achieve this, support staff will need robust soft skills like communication, collaboration, analytical thinking, and emotional intelligence. IT leaders will also partner with business units more closely to ensure technology solutions drive real business value.
The Human Element Remains Critical
While technology will automate many IT support tasks, the human touch will still be vital, especially for customer-facing roles. Users will still need help from empathetic, knowledgeable people when dealing with complex software issues, cybersecurity incidents, or mission-critical systems failures.
Soft skills like communication, patience, creativity, problem-solving, and strategic thinking will be more important than ever. Even with advanced AI, unpredictable issues and custom user needs will still require a human perspective. The best IT support agents will combine tech savvy with emotional intelligence.
Conclusion
The IT support function will become much more efficient, proactive, and aligned with business objectives over the next few years. New technologies like AI, automation, AR, and VR will improve technician capabilities and user self-sufficiency. But human support agents will remain critical for delivering truly outstanding customer service, troubleshooting unique issues, and helping users in the most optimal way. Organizations that embrace these trends will see their IT support transform into a high-performing strategic function by 2024.
