Insights

IT Managed Services Trends in 2024

With technology undergoing a rapid transformation, businesses realize the importance of improving their IT functions. Businesses are becoming increasingly reliant on complex technologies as they strive to meet the needs and standards of their customers. The constant demand for reliable and efficient IT management has fueled the growth of Managed Service Providers (MSPs) who offer comprehensive IT support solutions.

However, keeping clients happy can be a challenge. Slow response times, limited expertise, and a reactive approach keep organizations from reaching their full operational potential. The good news is that there’s a way forward. MSPs and businesses can address these frustrations by staying current with emerging IT managed services trends and building stronger client relationships.

Let’s explore some of the key trends, particularly in help desk and tech support, that are shaping the industry in 2024.

Artificial Intelligence and Chatbots

When customers have inquiries, time is of the essence. They need their questions answered instantly, not only for convenience but also for peace of mind. Companies that invest in AI and application programming interface (API) workflows to automate routine tasks allow human agents to focus on more nuanced functions.

For example, AI-powered chatbots and virtual assistants are becoming more sophisticated and capable of handling a wider range of queries. Automation tools also streamline repetitive tasks like ticket management and issue resolution. Overall, artificial intelligence enhances efficiency and productivity so support teams can reallocate their manpower to more important and extensive activities.

Omnichannel Support

One of the most popular IT support trends is the integration of unified communication tools. Customers today expect a more seamless and integrated experience across all devices and channels. Gone were the days when traditional phone calls were the only way to reach businesses.

MSPs must invest in omnichannel support, including social media, email, and live chat, to respond to customers consistently across all touchpoints. For instance, omnichannel support can be a help desk dashboard where an MSP can monitor IT tickets. This dashboard receives queries from a self-service portal where customers can start troubleshooting an issue on their own, but effortlessly switch to live chat with a technician if the need arises. By implementing omnichannel support, MSPs can show their commitment to a positive customer experience.

Self-Service Portals

According to Zendesk, 69% of consumers first want to resolve their issues unassisted. Many will opt to search for their queries on Google or look for people who have experienced similar problems in online forums.

This is a great opportunity for MSPs to cut down on costs and time. By providing comprehensive self-service portals with readily available resources such as FAQs, knowledge bases, and tutorials, they empower customers to find solutions independently. This allows human agents to focus on more complex problems and provide a better experience for users.

Data Security and Compliance

With the increasing threat of cyberattacks, data security and compliance are no longer optional; they are fundamental to any successful IT operation. Businesses of all sizes are vulnerable, and some simply do not have the expertise and infrastructure to safeguard a large amount of sensitive data. Data privacy regulations like GDPR and CCPA are also constantly evolving and difficult to keep track of.

Data security and compliance are often part of what is included in managed IT services because security is not a standalone concern. It’s interwoven with all aspects of IT support, ensuring a unified and impenetrable defense. MSPs serve as long-term trusted partners in implementing proactive measures against potential threats.

Remote Support and Monitoring

The shift toward remote and hybrid work models has heightened the need for remote support and monitoring. Help desk platforms enable IT technicians to access devices remotely and troubleshoot issues from any location. This IT support trend is ideal for providing technical assistance to geographically dispersed teams and customers without the need for face-to-face interactions.

Predictive Analytics

Organizations gain a competitive edge when they can anticipate the needs and problems of their customers. This is where predictive analytics comes in. MSPs must be able to collect, store, and analyze vast amounts of client data. More importantly, they must be able to extract meaningful insights from that data to help guide clients in their decision-making.

Agent Engagement

While AI chatbots are perceived to handle common inquiries in the future, human agents will remain valuable in handling more complicated issues. AI may streamline processes and enhance productivity, but human agents are the only ones capable of processing difficult emotional and interpersonal interactions.

The future of IT-managed services lies in the synergy between technology and humans. For instance, leveraging automation and data analytics helps relieve some of the burden on human agents so they can focus on higher-value work. This way, human agents feel empowered. MSPs can also invest in training, offer opportunities for professional development, and nurture soft skills.

Striking a balance between technology and humans is a future-proof service model that translates to more efficient operations and happier clients in the long run.

Transform Your IT Operations with Strategic MSP Partnership

These trends are not just fleeting fads; they are must-haves for MSPs to stay relevant and competitive. Embracing these help desk industry trends starts with investing in the satisfaction of your clients and their customers.

Unlock the full potential of your help desk and tech support functions with outsourced IT support from Eastvantage. As your IT-managed services partner, we help businesses stay abreast with the latest IT support trends for efficiency and innovation.