Will AI Technology Impact The Service Desk Jobs?

Introduction

We are now frequently heard about many new things implemented on the current devices that we owned. For example the co-pilot features in EV, the AI image generator features in some photo or video editing software and much more. In this article we will write about Will AI Technology Impact The Service Desk Jobs? and how does it impact to Service Desk job role.

We are all aware about the benefits from this technology that may ease our daily routine. Peoples always said that when we win some, will lose some. It seems applicable for this AI Technology too that may impact up to 80% of the world environment especially in industry sector. Too be more specific, will this AI Technology impact the Service Desk Jobs in future?

What Is Artificial Intelligence (AI )

Based on Google explanation in their GCP website, Artificial intelligence (AI) is a set of technologies that enable computers to perform a variety of advanced functions, including the ability to see, understand and translate spoken and written language, analyze data, make recommendations, and more. (Source: GCP)

In simple explanation, AI refers to machines or computers that perform tasks that usually require human intelligence, like learning, problem solving and decision making. To make is more shorter, it refers to automate process leads by AI to ease users performing everyday task.

What Is Service Desk?

Have you ever heard about Service Desk and what they do in helping us every time we encountered an issue pertaining any devices we purchased, or when we having issue related to IT applications while working in the office?

I am pretty sure that almost all of us familiar with this job especially in Malaysia, Service Desk jobs is among the popular job entry for fresh graduates before they enter the real work related to their bachelor degree.

What Service Desk Usually Do?

Service Desk Jobs in general have 3 tiers. Level 1, Level 2 and Level 3. In some companies, this tier may up to Level 4. Regardless which level and what position you are, you are still in this Service Desk jobs.

We will focusing on Level 1 Service Desk  since this Level 1 supports involves providing the initial technical assistance to users experiencing issues with their computers, software, applications, network or more.

In this Level 1, Service Desk agent responsible to perform the basic troubleshooting when user reported the incidents via phone call or chat. The basic troubleshooting including password reset of some applications, software reinstallation, outlook issues and diagnose the issues that out of L1 scope before escalating the tickets to L2 or higher for the next assist.

Overall, Service Desk L1 required  strong communication skills, technical knowledge and the ability to stay organized while assisting users to maintain smooth IT operations within the organization.

Example Benefits of Artificial Intelligence (AI)

There are many example of AI that you might familiar with. Apart from auto pilot that we mentioned earlier in the first paragraph, AI can become human voice assistant like Siri or Alexa to understand and respond to commands. AI can benefits us in many way. In medical industry, AI can helps doctors diagnose diseases faster. AI also helps individuals like us  to makes shopping  easier with  personalized recommendations, and even improves safety in cars through self-driving technology.

Artificial Intelligence (AI) also works in customer service like chatbots, offering quick help without waiting time to connect with real humans to reply you over chats or phone calls. In this perspective, doesn’t it reduce the operational cost? Now everyone got the answer. There are significant impact in term of cost when this AI implemented in Service Desk jobs.

Will AI Technology Impact The Service Desk Jobs?

Yes but not to all. AI will compensate up to 30-50% of Service Desk role in future. But to replace it totally it seems not possible as of now. As for example for password reset inquiries, the basic frequent questions asked by the user to Service Desk agent and etc that currently almost 100% depends on Service Desk agent. Now by using AI, all those questions or process can be automate by using virtual assistance, or chatbot that can provide immediate responses and improving efficiency.

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Conclusion

The raise of Artificial Intelligence technology now becoming more active and keep growing from time to time. As this technology impact to Service Desk job in future, we surely will see the massive layoff made by giant companies around the world as what we ever seen during pandemic 2019.

The Artificial Intelligence (AI) seems good for us even though in some conditions, someone will lose their jobs. In fact, when the new technology implemented, there are also produce a lot of new job position or new job roles such as AL/ML Engineer, Data Scientist, AI Product Manager and so on. These are new positions often emerge to manage, develop and support the AI technologies.