DISRUPTIVE TECHNOLOGIES ALTER THE ROLE OF TECH SUPPORT In addition to automation, emerging tech plays a much larger role than simply managing basic tasks. One of the most discussed elements impacting tier-one support is the introduction of technologies such as machine learning, the cloud, AI and IoT.
The adoption of new technologies has led to a much more heterogenous technological world. Hodson commented, “with the consumerism of IT, we’re in a totally different place for people who have to support the systems. The amount of organizations who no longer know the core or foundational components of their systems is staggering.” Tech support now find themselves faced with managing user issues that don’t align with the previous standardization of ten years ago.
Many of these conversations speculate how advancements may potentially replace the human element to reduce costs. Some argue that productivity will surge as the possibility for human error is reduced, while others posit that people are a necessary element to bridge technology and users. In fact, a 2018 report compiled by the World Economic Forum predicts that 75 million jobs will be lost to technology. Grave predictions such as these instill fear in entry-level tech workers. But while this may seem like a somber situation is approaching, the same report also predicts that these same advancements will create 133 million jobs. These stats suggest that the amount of jobs created by emerging tech will far surpass those lost. With this kind of data in mind, many experts believe that the threat of technological takeover is overstated and that emerging innovations will only empower tech support teams, rather than replace them. CompTIA’s IT Industry Outlook 2019 addressed this dilemma:
“Automating technologies has undoubtedly displaced segments of workers through substi- tution. This represents one end of the human-technology continuum; with the other end being workers using tools where technology plays a passive role (think email or traditional spreadsheets). Between these two endpoints sits a hybrid model whereby humans leverage and act on technology; and intelligent technology proactively does the same to workers. The underlying assumption with this model is the recognition that humans and intelligent technologies will always have strengths and weaknesses, much like any team.”
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