By Georgina Otubela
As we step into an era where technological evolution continues at breakneck speed, the role of IT support is more essential now than ever before. However, with the emergence of AI and other innovative technologies we are seeing a dramatic shift in how digital services are delivered, secured, and optimised. As always, there is a persistent requirement for IT support and service delivery teams to be proactive, highly adaptive, and focused on continual improvement.
The Evolution of IT Support
Artificial Intelligence (AI) and Automation
In the coming years, IT support will lean heavily into AI-driven solutions and automation. Banking and financial institutions are already utilising AI to detect fraud, automate customer queries, and streamline internal operations. Similarly, AI-based game analytics and support bots are changing the landscape of gaming. IT support teams will need to adapt by mastering AI tools to provide faster, smarter, and more personalised solutions. Industry peers are commenting every day on the benefits to using automation to streamline the user onboarding processes as well as leveraging this for leaver processes too. There has also been a significant uptick in organisations leveraging AI within service desk tools to implement self-service and “help yourself” initiatives to support customers who prefer not to opt for traditional methods of interacting with IT Support. There has also been an increasing trend of integrating chat bots within ITSM platforms to support the raising and resolution of tickets meaning repetitive traditional L1 support tasks are being handled automatically freeing up people resources to upskill and deliver in other areas.
Hybrid and Remote Work Paradigms
The pandemic accelerated remote work, making hybrid work environments a lasting reality. IT support now extends beyond managing in-office infrastructure to safeguarding and optimising remote user environments. For industries like financial institutions, where regulatory compliance and security are non-negotiable, IT support teams must continue developing robust systems to ensure seamless remote access while adhering to stringent security measures.
How to Prepare for the Future
Upskilling and Continuous Learning
IT support professionals must commit to lifelong learning. Key areas to focus on include AI, machine learning, cybersecurity, data analytics, and DevOps. Certifications from well-known institutions can validate expertise, but hands-on experience remains irreplaceable.
Adopting a Customer-Centric Mindset
No matter how advanced IT systems become, the human aspect of support will remain crucial. Developing strong communication, empathy, a curious mindset and problem-solving skills will differentiate IT professionals in user facing roles. Support teams should aim to bridge the gap between business and technology, fostering collaboration between various departments.
Networking and Community Involvement
Building strong professional networks is vital. This includes engaging with cross-industry conferences, joining specialist forums, and even sharing best practices within internal networks. Events hosted by industry bodies such as the Service Desk Institute (SDI) can be excellent platforms to gain insights, foster connections, and learn from peers and experts.
Conclusion
The future of IT support is being shaped by rapid technological advances and a growing focus on personalisation, security, and adaptability. For professionals in banking, financial services, media, and gaming, staying ahead requires a commitment to learning, a keen understanding of industry-specific challenges, and the agility to embrace new methodologies. By focusing on customer needs, deepening technical skills, and maintaining resilience, IT support teams can confidently step into their evolving roles and make a meaningful impact.
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Georgina Otubela
Georgina Otubela is a seasoned service delivery leader with 18 years of experience working in the IT Services industry. She has a technical background specialising in IT support and infrastructure support roles before pursuing a career in service management and leadership within the financial, media and gaming sectors in the UK. She has a genuine passion for delivering exceptional service and developing high performing teams, empowering them to achieve their goals through dedicated leadership and mentoring.
Georgina is an ITIL 4 Managing Professional as well as a Prince 2 & Prince2 Agile Practitioner. She is also a committee member of the British Standards Institute (BSI) and International Organization for Standardization (ISO), having recently contributed as a panel member as part of the ISO IT Service Management Standard Community discussing future proofing and enthusing future generations in Service Management.
Georgina is a STEM ambassador working with schools within the UK to promote and encourage young people considering careers within the technology and service management sector. She is also a Women in Tech advocate and mentor. You can connect with Georgina through https://www.linkedin.com/in/georgina-otubela/
