The Future of IT Support Jobs: What Comes After Tier 1
Picture the IT help desk at a mid-sized company on a Tuesday afternoon. An overwhelmed technical support specialist trying to keep up with a laundry list of password resets, access provisioning, and standard troubleshooting? No; this ticket queue is moving fast, but not because the IT team is large or it's a slow day for support requests. It's because an AI-assisted support system is handling the tasks that used to fill the entire day. The employee on shift has one open window that isn't the ticketing system. They're in the workflow configuration, trying to understand why the AI keeps sending finance department requests to the wrong queue. It...