IT support has changed over the past few years and continues to change at speed. As this blog will detail, advancements in technology, the change in organisational requirements placed on IT teams, user experience and cost are factors that businesses have to contend with.
Advancements in IT Support Technologies
Technological progress is reshaping the landscape of IT support with the fast-paced introduction of innovations that are streamlining business operations, which is enabling everyday businesses to access enterprise-level solutions at SME-friendly prices, supporting business growth through driving meaningful business efficiencies.
It will be no surprise to you that artificial intelligence (AI) and machine learning (ML) are at the forefront of this change, revolutionising the way IT support services are delivered – internally or externally. AI and ML automate routine tasks, freeing IT professionals to tackle more intricate issues. For instance, AI-powered chatbots can handle basic troubleshooting, allowing IT workers and teams to focus on more complex problem-solving – where they can add real value.
Additionally, predictive analytics allows businesses to foresee and mitigate potential IT issues before they escalate. By analysing historical data, support teams can anticipate problems and implement preventive measures, enhancing overall service efficiency and improving user satisfaction.
At the same time, cloud computing continues to provide scalable and flexible IT support solutions, enabling remote access and collaboration, ensuring that support can be provided from any location, at any time. This flexibility is particularly beneficial for organisations with a distributed workforce, ensuring that technical assistance is always within reach.
The Evolving Role of IT Specialists
As technology advances, the role of IT technicians, managers and the like is changing from merely executing day-to-day support tasks to adopting more strategic positions within organisations. In 2025, IT professionals are expected to face several challenges, including rising costs and wage stagnation, all while needing to accomplish more with fewer resources than ever before.
Not to mention a significant technology skills gap within the UK. Currently, 57% of IT leaders struggle to find qualified IT professionals. With a serious gap, the pressure on teams to keep on top of CPD – personal skills and technology advancements – is huge.
Remote IT Support Innovations
The surge in remote work has massively changed how IT support is delivered. With businesses increasingly adopting flexible working arrangements, IT support teams are evolving to meet these new demands. Advanced remote support tools and platforms are enabling IT specialists to diagnose and resolve technical issues from virtually any location. These tools provide real-time access to systems, allowing for prompt and efficient problem-solving without needing on-site visits or for employees to commute into the office for easily troubleshooted and resolvable issues.
The use of virtualisation to support connectivity and software maintenance is another way that the role of IT support has changed. Forward-thinking organisations implementing virtual solutions (such as virtual private networks (VPNs) or virtual desktops, including Azure Virtual Desktop) can support secure connections and issue company-wide software updates in one go without worrying about device compatibility.
Customised User & Team Experiences
In the future of IT support, the focus will increasingly shift towards offering tailored solutions that address the unique needs of individual teams. Leveraging data analytics, IT support teams can gather detailed insights into behaviour and preferences. This data-driven approach allows for creating bespoke IT support strategies, ensuring that each client receives the most relevant and effective assistance.
Understanding individual teams’ specific challenges and objectives enables IT professionals to provide highly personalised services. For example, teams working with sensitive data may benefit from customised cybersecurity protocols, while others might need specialised support for unique software or hardware configurations. IT support teams can significantly enhance client satisfaction and operational efficiency by offering solutions that align with team needs.
Additionally, using advanced customer relationship management (CRM) systems such as Dynamics 365 CRM facilitates a more customised support experience. These systems can track client interactions, preferences, and history, allowing IT specialists to anticipate needs and respond proactively. This proactive approach helps resolve issues before they impact business operations, creating a smoother and more reliable IT environment.
Cybersecurity Considerations
As cyber threats evolve in complexity, the role of IT support in maintaining robust cybersecurity measures becomes increasingly critical. A multi-layered security strategy involving the implementation of firewalls, intrusion detection systems, and advanced encryption techniques is essential. IT support teams must be adept at configuring these tools to create a fortified defence against potential attacks.
Regular security audits are a vital component of this strategy, enabling organisations to identify and address vulnerabilities before they can be exploited. Penetration testing, for example, simulates cyber-attacks to evaluate the effectiveness of existing security measures, providing actionable insights for improvement.
Multi-factor authentication (MFA) remains a cornerstone of secure access management, adding an extra layer of protection by requiring users to verify their identity through multiple methods. Coupled with VPNs, MFA ensures that remote work environments are safeguarded against unauthorised access.
Cybersecurity training is equally important, empowering staff with the knowledge to recognise and respond to threats effectively. Phishing attacks and social engineering tactics are becoming more sophisticated, making it imperative for employees to stay vigilant and informed. Ongoing education programmes can significantly reduce the risk of human error, often the weakest link in security chains.
The use of AI in cybersecurity offers promising advancements. Introducing solutions such as Microsoft Defender supports businesses in adding an extra layer of security on top of what they already do. AI-driven systems can analyse vast amounts of data in real time, identifying unusual patterns that may indicate a cyber threat. This proactive approach allows IT support teams to respond swiftly, often neutralising threats before they cause significant damage.
It goes without saying that maintaining up-to-date software is another crucial element that will remain important through 2025. Automated patch management systems ensure that applications and operating systems are regularly updated, closing security gaps that cybercriminals might exploit. By integrating these comprehensive measures, IT support can effectively mitigate risks, maintaining the integrity and security of digital assets.
In summary
If you’ve made it this far, you’ll appreciate that there will be a lot to contend with in 2025. IT support is changing, and it will continue to change. IT support teams are struggling to copy with the demand and pressures put on them: keeping businesses ticking over whilst protecting against emerging and unknown threats.
