IT Support Specialist
M1874
Future work distribution
Human only
Collaboration
AI only
This chart shows how the job's tasks split between humans and AI. "AI only" means a task AI can handle without a human — not a job removed: the role recomposes and the human refocuses on judgment, relationships and oversight.
AI Position of the Job
AI Impact on this job
You remain on the front line for user relations, decision-making and the coordination of technical actions. AI augments your work by taking care of routine tasks and providing analysis, so that you can concentrate on complex incidents and continuous improvement.
AI automates repetitive tasks and amplifies your capabilities, leaving you the complex decisions and high-value relational work.
What will change
- Operational tracking of tickets and updating documentation, because AI can automatically extract standard information, enrich records and maintain the history without manual intervention.
- Initial handling of incidents and simple requests, AI can triage, automatically diagnose and apply standardized procedures to resolve recurring cases.
- Aggregation and analysis of incident trends, AI identifies recurring patterns and generates actionable reports to anticipate and prioritize actions.
What AI will improve
- Ticket tracking and documentation, where AI suggests labels, proposes corrections and facilitates search, which speeds up your work while preserving your final control.
- Trend analysis, AI provides visualizations and actionable correlations, giving you concrete points of leverage to guide corrective and strategic actions.
- Collaboration with IT teams, AI synthesizes complex incidents and proposes development scenarios, which strengthens your ability to coordinate solutions and advocate for business priorities.
This result describes the occupation — not your role yet
Adjust your tasks, seniority and context to uncover your real exposure to AI.
For IT Support Specialist, AI can already do 38% of tasks on its own — on average. What about you?
Your strengths against AI
Recommendations & outlook
Skills to develop
- Master AI tools (LLMs and specialized tools) to automate repetitive tasks and manage incidents
- Data governance and quality control of AI outputs to ensure reliability and compliance
- Change management and communication with users and stakeholders, leveraging AI tools (LLMs + specialized tools)
3-year outlook
In three years, AI will have taken over a significant share of repetitive and analytical tasks. Teams will need to focus on supervision, user support, and service improvement. The risk for teams is a major restructuring: some traditional positions may disappear or be redefined, and productivity gains could lead to overstaffing if organizational elasticity is low.
AI tools used in this profession
Solutions deployed in production by professionals in this field
A general LLM assistant is already within reach
Before any specialized software, a latest-generation LLM assistant (Claude, ChatGPT, Mistral Le Chat, Gemini…) is available for this profession. Versatile, it helps draft, summarize, translate, structure or explore ideas. We treat it as a common baseline shared by almost every profession, distinct from specialized tools.
Understand this baselineWhich roles in your company will AI transform?
Move from individual diagnosis to a company-wide HR view: exposure by role, by team and by horizon.
Tasks most exposed to AI alone
7Tasks most augmented by AI
7Your role isn't an average.
You've just seen the typical occupation. Your seniority, your tools and your team size change everything — unlock your personalized version in 2 minutes.
Frequently Asked Questions
While AI accelerates the processing of simple requests, your role will not disappear. Your expertise in diagnosis, active listening, and handling complex cases remains invaluable for delivering a consistent and personalized customer experience. Instead, you will focus on high-value tasks and collaborate with tools to enhance efficiency.
The need for support specialists will persist, but staffing will shift toward profiles capable of managing more complex scenarios and overseeing automated workflows. You will be valued for your ability to resolve issues quickly, customize solutions, and safeguard the customer experience even during peak periods. Your role will evolve into one of coordinating between humans and technology.
To adapt, develop your communication and analytical skills, and familiarize yourself with automation tools and knowledge databases. Strengthen your ability to anticipate needs, challenge scripts, and propose process improvements. Engage in training on crisis management, productivity, and customer experience, and seek cross-functional opportunities.