Bytes and Banter Episode 9: The State of Tech Support with Principal Analyst Daniel Thomas
So often there are hypothetical or theoretical research papers and resources. Theory and hypothetical are absolutely things we should look at, especially as technology continues to evolve. However, when you can hear from leaders doing the work in your field, it has a different level of meaning.
In this episode of Bytes and Banter, we sit down with Daniel Thomas, Principal Analyst with HDI Informa Tech to dive into the real state of tech support. What are the professionals leading tech support teams saying about where the industry is headed?
HDI State of Tech Support provides the insight of nearly 200 professionals in Tech Support who experience the pain points, are exploring the latest trends and lead tech support teams every day. The report offers 98 pages of insight that for tech leaders giving a broad view of what is happening in the tech support world.
Key findings? Hybrid work is here to stay and 41% of organizations plan to deploy generative AI in the next 12 months. The skills that organizations hold in high esteem for tech roles may be a surprise to some. While technical aptitude is important, organizations are placing more value on the ability to learn, communication skills and self-motivation for their support analysts. Leaders must have integrity, have strong ability to lead teams towards a common purpose and speak business language.
One theme that continues to gain momentum is experience matters - a lot!. There continues to be a greater focus on experience management and this trend isn’t slowing down anytime soon.
Regardless of the industry, leaders in technology must continue to look at how we can stay ahead of trends, retain talent and meet the growing demands of their organization. The State of Tech Support can lend value to that exact end.
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