Amidst the ever-growing responsibilities of IT professionals, a recent international poll paints a concerning picture: over half of these workers feel overwhelmed by their daily tasks. The survey, conducted by OnePoll and commissioned by GoTo, polled 1,000 US-based, 250 UK-based, and 250 India-based IT decision-makers, revealing that 58% overall experience an overwhelming workload. This sentiment is particularly pronounced in India (78%), followed by the UK (60%) and the US (53%).
The average IT worker faces the daunting task of handling only 85% of the tickets they receive on a given day. While roughly half of these tickets are considered manageable, nearly one-third (29%) pose significant challenges. Compounding this workload, IT professionals often find themselves addressing a range of additional tasks within their organizations. These responsibilities include cybersecurity issues (39%), internal security concerns (26%), and budget limitations (25%).
Amidst these challenges, AI (artificial intelligence) emerges as a beacon of hope for IT teams. A vast majority of respondents (92%) believe that AI would be beneficial for their work, with 94% expressing willingness to delegate simple tasks to AI. Notably, 73% would even consider entrusting complex tasks to this technology. IT workers estimate that delegating tasks to AI could free up over two hours of their workday, enabling them to focus on higher-priority matters.
Four out of five respondents (83%) believe it would be easy to offload simpler tasks to AI. The potential benefits of AI have prompted 93% of IT leaders to consider upskilling in order to harness the technology’s capabilities in their daily operations. The tasks that IT teams are most eager to delegate to AI include monitoring network performance (44%), basic device troubleshooting (42%), and resolving basic problems (40%).
Olga Lagunova, Chief Product and Technology Officer at GoTo, expresses optimism about the role of AI in easing the burden on IT professionals: “Despite the overwhelming workload many are facing, we’re excited to see how IT decision-makers are recognizing AI as a valuable tool that can simplify IT management.” She dispels the notion that AI poses a threat to jobs, emphasizing that “the data suggests that many in this industry worldwide view AI as a way to lighten their workload.”
The survey further reveals that 73% of IT teams already utilize AI, and 61% of those who don’t plan to adopt it within the next 12 months. A significant majority (65%) indicate that their team holds the primary responsibility for deciding whether their organization will embrace AI in the future.
In envisioning the impact of AI on their roles over the next decade, many respondents foresee more time dedicated to higher-priority tasks (48%), more efficient ticketing workflows (43%), and additional IT team responsibilities (41%). If AI were to handle specific tasks, respondents would allocate more time to improving their organization’s IT infrastructure (55%), focusing on complex tickets (46%), or enhancing security (42%).
As AI continues to evolve, it’s clear that it will play an increasingly pivotal role in the world of IT. By embracing AI and upskilling their workforce, organizations can empower their IT teams to achieve greater efficiency and innovation.
