AI Propels IT Beyond the Help Desk: 86% of IT Leaders Confirm Their Work Shapes Employee Services

Zendesk's new IT Report reveals the transformational role of IT leaders

SAN FRANCISCO, Sept. 23, 2025 /PRNewswire/ -- The days of IT being viewed solely as a help desk function are over. According to Zendesk's latest IT Report, Transforming IT Service with AI, technology leaders are stepping into strategic roles that shape how the business operates. Seventy-two percent of IT leaders' time is now spent outside of traditional IT work on executive leadership, innovation, and HR-related initiatives. With the majority (93%) using AI beyond the pilot phase, IT leaders are at the forefront of building secure, connected, and AI-powered workplaces.

"The report makes it clear: employee satisfaction and productivity are no longer just influenced by IT, they're powered by it," said Craig Flower, Chief Information Officer at Zendesk.

"By building the digital foundation for modern work, IT leaders shape how teams connect, perform, and thrive. In a competitive landscape for attracting and retaining talent, exceptional employee service is not just a nice-to-have, it's a strategic differentiator. That's why now is the time to invest in intelligent AI strategies that create seamless, empowering experiences and unlock the full potential of every employee."

New responsibilities bring new pressures and opportunities for IT leaders

As IT leaders take on broader responsibilities, they are also facing new pressures. The expanded scope spanning beyond traditional infrastructure into areas like HR, onboarding, and AI strategy is contributing to challenges such as team burnout, talent shortages, and growing skill gaps. This is where AI becomes crucial, scaling smarter by automating routine tasks, enhancing decision-making, and enabling self-service across departments, freeing up time for IT teams to focus on strategic initiatives.

And the stakes are high: 74% of employees admit that even a minor technical hiccup can derail their day, and 40% express they feel frustrated just thinking about contacting IT due to slow or repetitive processes. That is where AI can act as a first responder for IT, instantly resolving common issues and reducing wait times turning moments of friction into seamless, self-service interactions.

More than half of employees say switching between HR and IT systems feels confusing and frustrating highlighting the need for one easy-to-use experience which shows the clear need for one connected platform across departments.

AI is transforming the IT experience

The report shows the benefits AI already has on employee services: 95% of IT leaders say they've seen measurable improvements to their IT service KPIs, with 70% reporting a strong or even transformational impact. From faster resolution times to better onboarding and more efficient processes, AI is moving the metrics that matter.

You can find the full IT Report here. Learn more about Zendesk's Employee Service Suite.

Methodology

Zendesk surveyed 1,000 IT leaders and 1,000 employees about the state of IT and employee experience in June 2025. IT leaders were VP level and above; employees were spread across age, gender, and industry. Survey respondents were based in the U.S., UK, Germany, France, Brazil, and Australia.

About Zendesk

Zendesk powers exceptional service for every person on the planet. As a leader in AI-powered service, we offer the Zendesk Resolution Platform, designed to redefine customer experience with advanced tools that integrate AI Agents, a comprehensive knowledge graph, actions and integrations, governance and control, measurement and insights, and human expertise. Our purpose-built platform enhances service by combining automation and human insight for seamless interactions. Easy to use, easy to scale, and easy to get value from, Zendesk helps companies strengthen relationships, improve efficiency, and grow. Learn more at www.zendesk.com.

SOURCE Zendesk, Inc.