Behind every successful company’s IT infrastructure is a dedicated IT support team working behind the scenes to optimize processes, cut down costs, and boost performance. We live in a world where recent developments in new artificial intelligence technology, machine learning, predictive analysis, and automation fuel the need for faster, more secure, and more efficient solutions delivered at scale.
Who would have thought that by 2023, approximately 16% of businesses would advocate for a fully remote working culture? Furthermore, the rising incidents of virus attacks, unexpected server downtimes, and the inflated costs of running a company’s IT infrastructure accelerate the need for quick and decisive solutions delivered on-site or remotely. Thankfully, as corporate IT infrastructure challenges evolve, so, too, does the IT support industry.
We analyzed the state of the IT support industry and unearthed 5 trends that will dominate the IT industry throughout the year. Read on as we unravel each IT support trend and its impact in 2023.
1. Cloud-Based Services
The ability to store and deploy solutions anywhere, at any time enables businesses to deploy faster and more efficient solutions in a cost-effective manner.
Currently, 94% of enterprises rely on cloud services with the quantity of data stored in the cloud rising sharply as more than half of businesses migrate their workloads to the cloud. So, why are enterprises migrating to the cloud you ask?
Cloud-based services allow vendors to enjoy greater flexibility, enabling enterprise clients to quickly scale up their computing resources based on their needs. With cloud-based services, companies no longer have to invest in costly on-premise infrastructure that may not be fully utilized. Another great benefit of cloud-based services is that they are typically more reliable and resilient than on-premise infrastructure.
Cloud providers often have multiple data centers spread out over various locations to ensure constant availability and disaster recovery in case of any outages or failures. There’s little to no need for maintenance on the user side, as the cloud service provider installs and maintains the infrastructure with the latest security patches and features.
Overall, a shift towards cloud-based systems is fuelled by the desire for greater flexibility, scalability, reliability, and collaboration in IT support, as well as the potential cost savings and ease of maintenance. Organizations can collaborate more effectively when users and remote employees can access shared data and applications from anywhere with an internet connection.
2. Remote Support
The COVID-19 pandemic has accelerated a global shift towards remote work. Boston IT support providers will need to establish the tools and infrastructure to provide real-time support to employees working from home.
Remote support encapsulates the use of remote access software like TeamViewer as well as video conferencing software to diagnose and fix technical issues without having to physically visit the employee’s location. This is more convenient and cost-effective for both the employee and the IT support team.
But like most enterprise solutions, remote support is plagued with issues that need to be resolved before it can achieve its full potential:
Better training for the user’s team. Corporate professionals need to have a clear understanding of their new remote working tools, technologies, and environment.
Poor workflow management hurts reliability and performance. The IT support team should have a well-oiled ticket management system with user issues organized by priority.
Poor communication between the remote support team and users can significantly increase the time it takes to diagnose and fix problems. In addition, remote IT support professionals require excellent communication skills to ensure they can clearly explain technical solutions to employees who may not be tech-savvy.
Overall, remote support boosts the speed and efficiency of IT support service delivery where professionals can address issues quickly, unscathed by travel and scheduling conflicts.
3. Artificial Intelligence and Automation
IT support providers are taking significant strides in including automation, machine learning, and AI algorithms to shorten ticket response times, maximize efficiency, and lower costs. The adoption of technology in IT support aims at mitigating cybersecurity risks and boosting productivity by freeing up more time to focus on customer satisfaction.
AI algorithms can accurately scan for anomalies in the client network that could breach security. Artificial intelligence can further aid in IT support by automating routine tasks, improving response times, and providing more personalized service to users.
A specific way in which automation can be used in IT support is through chatbots. Chatbots provide automated responses to user queries, which can be useful in larger companies with hundreds of customers. These tools simulate actual conversations with real customers to help them solve low-level issues and connect customers to real support experts for more complex issues.
4. Enhanced Cybersecurity
Unfortunately, cybersecurity issues still run rampant. Recently, major companies have become targets for malicious hackers who are after sensitive user information, passwords, social security numbers, and so on.
As businesses continue to rely more heavily on technology, the threat of cyberattacks will become more significant. This means that IT support professionals will need to be more vigilant in identifying and preventing potential security breaches.
IT support professionals are responsible for maintaining the security of an organization’s network and systems. They are responsible for testing networks, identifying potential vulnerabilities, and taking steps to mitigate cyberattack risks by implementing measures such as firewalls, anti-virus software, intrusion detection systems, and security protocols.
One way to stay ahead of the ever-evolving cyber threat landscape is by constantly updating knowledge of the new and existing threats in cybersecurity. Furthermore, IT support professionals must educate employees on the best practices for maintaining secure systems such as using strong passwords and staying vigilant against phishing attempts.
5. Focus on Customer Satisfaction
As businesses become more reliant on technology, the user experience becomes increasingly important. IT support professionals will need to focus on providing positive customer satisfaction, which could include streamlining processes, improving communication, and providing training and support to users.
Using data and analytics to understand users’ needs and preferences enables IT support teams to tailor their support to each user, providing a more personalized and effective service.
Leaving your IT department in the hands of trained and experienced professionals should set you on the right path toward smoother, more efficient operations with minimal costs. At Welsh Consulting, our mantra is helping your business succeed through our full-suite IT support services, whether on-premises or remotely. Whatever you need to succeed, we’ve got you covered!