The way we work has changed dramatically, but too many of the “traditional” IT support systems haven’t kept up and are now increasingly out of step with employee expectations. As someone who’s spent years working with enterprise tech solutions for global companies, I’ve seen first-hand how outdated IT approaches frustrate employees and hold businesses back. Today’s workforce expects more, and they deserve it.
Moving beyond the old “break-fix” model
For years, IT support meant waiting for something to break, filing a ticket, and hoping a technician would fix it. That reactive system served a purpose when it was the only option, but it’s no match for today’s fast-paced, tech-driven world, where more sophisticated tools are now available and should be at our disposal. Employees don’t want to pause their work to deal with tech issues. Instead, what they want are tools that work so they themselves can work.
Putting the employee experience first
Today’s workers need technology that supports their productivity, not hinders it. When systems run smoothly, people can focus on their jobs without interruptions. This growing emphasis on minimising downtime and maximising productivity is where Digital Employee Experience (DEX) comes into play. DEX measures not just how well tech performs but also how employees feel about it. Gartner predicts that by 2026, half of digital workplace leaders will prioritise DEX strategies, up from 30% in 2024.
Today’s employees, especially younger generations, expect flexibility in their tools. Surveys show 82% of Millennials and 75% of Gen Z say technology boosts their productivity, with 42% saying access to modern tools is a must-have for job satisfaction. Giving workers a say in their tech setup doesn’t just improve efficiency - it helps attract and keep top talent, especially in remote or hybrid roles.
But there’s a gap. While 92% of executives think they’re delivering great tech experiences, only 68% of employees agree, PwC found. The fix isn’t just about offering more device options. It’s about recognising that every employee’s tech needs are different. As EY’s Global Chair Janet Truncale put it, Gen Z expects workplace tools to be as intuitive as their favourite apps. To meet these expectations, 60% of Global 2000 companies plan to overhaul their digital systems by 2025 to boost collaboration and keep workers happy.
Poor IT support doesn’t only slow people down, it pushes them out the door, as over one-third of employees have thought about quitting their job due to bad tech experiences. From that third, 14% (which is nearly half of those employees) have actually left their jobs for that reason.
Why traditional IT support is no longer cutting it
The old ticket-based system, where issues get passed around until someone figures it out and fixes it is slow and misses the bigger picture. IT dashboards might show everything’s “green,” but they don’t capture how employees feel when tech fails them.
Data tells a stark story: 80% of lost productivity comes from just 13% of IT tickets. That’s because those tickets reflect moments when employees feel stuck, and those moments add up. Every time a ticket gets reassigned, workers feel like they’ve lost over 90 minutes of work. Even worse, 40% of employees don’t bother reporting tech issues anymore. These “silent sufferers” deal with slow devices or spotty connections, which drags down both their morale and their output.
A smarter way forward with proactive IT
To meet the needs of today’s workforce, IT has to shift away from reacting to problems and over to how to prevent them. Here’s how that looks in practice:
- Catch issues early: Using AI and real-time data, companies can spot and fix problems before they disrupt work. For example, retailers can monitor self-service kiosks remotely and address glitches before customers notice.
- Self-fixing tech: AI-driven systems can detect and resolve issues automatically, often before anyone notices. This cuts down on the “silent sufferer” problem.
- Empower employees: Self-service portals and AI chatbots let workers fix common issues themselves, saving time and reducing frustration.
- Personalized setups: By analyzing data, companies can match employees with the right devices and software from day one, boosting productivity and saving money.
Invisible IT is the goal
The best IT support isn’t about solving problems faster - it’s about making tech so reliable that employees barely think about it at all, and in the end, they won’t need to. When done right, this approach delivers:
- Less downtime, thanks to AI monitoring and predictive fixes.
- More productivity, as workers spend less time troubleshooting.
- Happier employees who are less likely to jump ship.
- Leaner IT teams that can focus on big-picture projects instead of putting out fires.
Companies that stick with outdated IT are more at risk of losing ground to competitors and within their own in-house teams. With a 75% shortage of IT talent, teams can’t afford to be stuck in reactive mode. The growing AI skills gap adds another hurdle, but smart companies are tackling it by training their own people instead of relying on external hires. One thing to keep in mind: AI tools are only as good as the data they use, so clean, accurate data is essential.
I’ve seen how clunky IT support can drag a company down, but I’ve also seen how seamless tech can transform the way people work. The tools to make this happen are already here, so it’s time to put them to work.
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