Let’s face it – IT support has a bit of a reputation. People tend to think of it as the place you call when your computer starts making weird noises or your printer decides it’s on strike. Oh, and how could we forget that well-known catchphrase made infamous by The IT Crowd: “Have you tried turning it off and on again?”
In reality, IT support is a rapidly evolving industry, constantly keeping pace with the latest tech developments, changing business needs and the never-ending quest for cost efficiency, and that’s just in the present day! So, what about the future?
In this blog, we explore the key trends, challenges, and opportunities that will shape the future of outsourced IT support.
Remote work is here to stay
Since the pandemic, working from home has become the new normal, and like it or not, it’s not going away any time soon, especially in forward-thinking industries like IT support.
This shift presents an opportunity for IT support providers to offer more flexible, 24/7 support models. Cloud-based solutions and remote monitoring tools will play a crucial role in enabling IT teams to provide seamless support, regardless of location.
Based in south Manchester, our team here at Axon works remotely, but we make sure to stay connected via the latest tech. Click here to find out more about how we work.
Solving the AI integration puzzle
AI is one of the hottest topics in just about every industry right now, and IT support is no different, with many predicting IT support as we know it, often characterised by manual processes and reactive troubleshooting, to give way to more proactive AI-driven solutions.
The sky truly is the limit when it comes to AI support, and we may soon live in a world where AI fixes issues before us humans have even identified them. AI-powered chatbots and virtual assistants are already becoming commonplace, handling routine inquiries and tasks, freeing up human IT professionals to focus on more complex issues.
However, IT support teams should be careful not to jump the gun when it comes to AI. For now at least, expert human support remains invaluable when it comes to building trust and providing high-quality, bespoke services. It beats trying to communicate with a faceless machine any day!
Cyber security – a top priority
When was the last time you saw a news headline about the latest data breach or hacking scandal? It feels like a new one crops up every other day. With cyber attacks on the rise, cyber security is quickly becoming a non-negotiable in IT support.
The future will see a closer integration of IT support and cybersecurity functions, with providers offering end-to-end solutions, including everything from threat detection and response to compliance management and employee training.
Offering cyber security support will allow outsourced IT providers to provide a higher level of service to their clients, but it’s vital to continuously learn and adapt to stay on top of the latest threats. Click here for our top five simple cyber security tips.
Customer service gets an upgrade
The customer experience is becoming a key differentiator in IT support. Slow response times and one-size-fits-all solutions just won’t cut it, and customers rightfully expect a sleek, personalised experience that aligns with their business goals.
Tailored solutions, proactive advice, and an increased emphasis on data analysis will make the IT support of the future feel more like a partnership than a service. IT support providers are increasingly investing in advanced customer relationship management (CRM) systems and analytics tools to better understand client needs and preferences.
Click here to find out more about our range of bespoke support services here at Axon.
The future is looking bright when it comes to outsourced IT support. For businesses looking to future-proof their outsourcing, the key will be to partner with providers who know their stuff tech-wise, but are also forward-thinking and aligned with their strategic goals.
Looking for a trusted managed service provider? Contact us to discuss a range of IT support solutions for your business.