September 25, 2025
AI Pushes IT Out of the Shadows and Into the Driver’s Seat, Says Zendesk
For years, employees braced themselves before contacting IT, dreading long wait times, repetitive questions, and the chance their problem wouldn’t be solved quickly. Zendesk’s latest IT Report suggests those days may be numbered. Artificial intelligence is moving IT leaders into entirely new roles inside their organisations.
The report, Transforming IT Service with AI, shows that IT is no longer just a support function. Eighty-six percent of IT leaders say their responsibilities now extend to “employee services” — the daily systems and support that keep staff productive, from onboarding to HR workflows. Around 75% of their time is spent outside traditional IT, taking on executive planning, innovation, and cross-department initiatives.
With 93 percent of IT departments already running AI beyond the pilot stage, the shift is well underway. AI is tackling repetitive issues, powering self-service, and even acting as a first responder for common technical glitches. As a result, employees experience fewer delays and less frustration.
However, this expansion comes with pressure. Talent shortages, burnout, and skills gaps are emerging as major challenges as IT leaders take on more responsibilities. AI is becoming critical to easing that load, automating routine work and connecting fragmented systems across departments. More than half of employees say they find it confusing to switch between IT and HR tools, a pain point AI-driven platforms can help eliminate.
Ninety-five percent of IT leaders report measurable improvements to their service KPIs since adopting AI, and 70 percent describe the impact as significant or transformational. Once a back-office support team, IT is now steering how employees experience work itself.
