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Support | 3 min read

IT Support Trends for 2024

Peter Niebler
Written by Peter Niebler
06/19/2024

We at Elevity, are all about information technology (IT). In fact, IT is right in the middle of our ElevITy brand name. But even we are amazed at how quickly technology evolves. Staying on top of the latest IT support trends is crucial for businesses looking to enhance their IT strategies and stay ahead of the competition.  

Taking a look into our crystal ball, we predict that several key trends are set to shape the IT support industry. These trends are poised to offer businesses, like yours, new opportunities to optimize support processes and deliver superior services to both employees and customers. 

Here's five IT support trends, we at Elevity, encourage you to watch: 

  1. The Rise of Remote Support
  2. Integration of Artificial Intelligence in IT Services
  3. Increased Focus on User Experience
  4. Impact of Cybersecurity on IT Support
  5. Adapting IT Support Strategies for the Future

    As we explore these leading IT support trends, it’s easy to see that today’s businesses must adapt their strategies to embrace emerging technologies. Businesses who do, will future proof their IT support capabilities and position themselves for success. 

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The Rise of Remote Support

With more and more people having the flexibility to work from anywhere using cloud computing, businesses are turning to remote support to fix everyday technology problems. This means that IT experts can access, diagnose and solve a wide variety of issues in real time without physically being with the user and their computer.  

We’ve found that our clients adapt quickly to remote support procedures. Remote support helps to get things fixed faster, saves money and makes everything run smoother. A win-win for everyone! 


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Integration of Artificial Intelligence in IT Services

We’ve also seen an increase in the integration of artificial intelligence (AI) in IT services. AI is positioned to revolutionize the way IT support is delivered by automating tasks and improving overall efficiency.  

For example, AI-powered chatbots provide instant responses to frequently asked IT queries and help resolve simple issues without human intervention. This frees up IT professionals to focus on more complex problems and strategic initiatives. 

AI is also skilled at gathering data and performing data analytics which can be used to identify issues – even before they occur! This method of predictive maintenance is a proactive approach that helps minimize downtime and reduces the need for reactive support.  

By integrating AI into IT services, every business can streamline their support processes, improve response times and deliver a more personalized experience to all users. 

Increased Focus on User Experience 

A positive user experience (UX) not only enhances satisfaction, but also increases productivity and reduces frustration. That is why many in the IT support industry are increasing their focus on UX to provide seamless and intuitive IT support experiences to their employees and customers. 

Some of the UX improvements that we often suggest include user-friendly support portals and knowledge bases that provide easy access to relevant information and self-help resources. These portals are designed to be intuitive and offer step-by-step guides, tutorials and FAQs.  

In addition, automation and intelligent routing are well-suited to streamline routine tasks. Intelligent routing ensures that support tickets are assigned to the most appropriate IT professionals, ensuring faster resolution and minimizing escalations.  

Prioritizing UX, encourages a supportive IT environment that fosters productivity and satisfaction. 

Impact of Cybersecurity on IT Support 

Cybersecurity has historically been a key aspect of IT support. However, with the increasing frequency and sophistication of cyber threats, cybersecurity has become a critical aspect of IT support in today’s business environment.  

Recently, we’ve seen businesses of all sizes invest in additional cybersecurity measures to protect their sensitive data and systems from potential breaches. These measures have included implementing robust firewalls, encryption protocols and multi-factor authentication. 

Employee cybersecurity training should also be a priority in every organization. Cybersecurity awareness and response programs help educate employees about best practices for data protection, such as avoiding phishing scams and using strong passwords. 

Furthermore, IT support plays a crucial role in incident response and recovery in the event of a cybersecurity breach. Rapid detection, containment and resolution of cybersecurity breaches are essential to minimize the impact on business operations. It is crucial that IT support teams work closely with cybersecurity experts, such as Elevity, to develop incident response plans and conduct regular security audits to identify any known vulnerabilities and strengthen defenses. 

Adapting IT Support Strategies for the Future 

As IT support trends continue to evolve, we recommend that businesses like yours, adapt their strategies to stay ahead of the curve.  

One key aspect of adapting IT support strategies for the future is to embrace emerging technologies. Businesses should closely watch technological advancements and assess their potential impact on IT support.  

Subscribing to Elevity’s blog is a great way to keep on top of the latest information. Some of the topics we’ve written about include blockchain, Internet of Things (IoT) and edge computing. 

Additionally, consider prioritizing the continuous education of IT support professionals. Because as technology evolves, new skills and knowledge become essential to effectively support your growing organization. Encourage your IT professionals to take part in training programs, certifications and industry conferences to help ensure they stay up to date with the latest developments. 

How to Stay Ahead of the Trends 

When your organization adapts IT support strategies designed to embrace emerging technology trends, invest in professional development and foster a culture of innovation, you’ll be positioned to future-proof your IT support capabilities.  

Searching for more information on how to set up a better help desk at your organization? We’ve got you covered with a free checklist that includes 10 best practices 

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