Zendesk's latest IT Report, Transforming IT Service with AI, reveals a significant shift in the role of IT leaders, moving beyond traditional help desk functions to strategic leadership. With 93% of IT leaders leveraging AI beyond pilot phases, they are shaping secure, connected, and AI-powered workplaces, dedicating 72% of their time to executive leadership, innovation, and HR initiatives.
IT leaders spend 72% of time on strategic, non-traditional IT tasks.
93% of IT leaders use AI beyond pilot stages for workplace transformation.
AI improves IT service KPIs, with 70% reporting transformational impact.
74% of employees face disruptions from minor technical issues.
AI automates routine tasks, reducing burnout and enhancing decision-making.
Zendesk’s platform integrates AI for seamless cross-departmental experiences.
The role of IT has transformed from managing infrastructure to driving business strategy. IT leaders now influence employee satisfaction and productivity by building digital foundations for modern work. According to Craig Flower, Chief Information Officer at Zendesk, "The report makes it clear: employee satisfaction and productivity are no longer just influenced by IT, they're powered by it." This shift positions IT as a strategic differentiator in attracting and retaining talent through intelligent AI strategies.
As IT leaders take on broader responsibilities, including HR and AI strategy, they face challenges like team burnout, talent shortages, and skill gaps. AI mitigates these pressures by automating routine tasks, enhancing decision-making, and enabling self-service across departments. This allows IT teams to focus on high-impact initiatives, ensuring efficient and scalable operations in a competitive landscape.
Technical disruptions significantly impact productivity, with 74% of employees noting that even minor issues can derail their day. Additionally, 40% feel frustrated by slow or repetitive IT processes. AI acts as a first responder, resolving common issues instantly and reducing wait times. By creating seamless, self-service interactions, AI minimizes friction and improves employee experiences across HR and IT systems.
AI is revolutionizing IT service delivery, with 95% of IT leaders reporting measurable improvements in key performance indicators (KPIs). Notably, 70% describe AI’s impact as strong or transformational, driving faster resolution times, streamlined onboarding, and more efficient processes. A unified platform integrating HR and IT systems further enhances user experience, addressing the confusion reported by over half of employees when navigating disconnected systems.
Zendesk’s report underscores IT’s pivotal role in shaping modern workplaces through AI-driven innovation. By automating tasks and fostering seamless experiences, IT leaders are unlocking employee potential and driving business success in an AI-powered era.
Zendesk powers exceptional service for every person on the planet. As a leader in AI-powered service, we offer the Zendesk Resolution Platform, designed to redefine customer experience with advanced tools that integrate AI Agents, a comprehensive knowledge graph, actions and integrations, governance and control, measurement and insights, and human expertise. Our purpose-built platform enhances service by combining automation and human insight for seamless interactions. Easy to use, easy to scale, and easy to get value from, Zendesk helps companies strengthen relationships, improve efficiency, and grow. Learn more at www.zendesk.com.
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