AI Is Transforming Work and IT Support in 2025

Not long ago, Artificial Intelligence was something reserved for research labs and science fiction. Today, its rapid integration means it’s embedded in everyday tools, suggesting emails, flagging fraud, and even running parts of our IT systems while we sleep.

But with this wave of transformation comes a familiar feeling: uncertainty. What does this mean for jobs? How do we prepare? And when it comes to IT, what exactly is changing?

Let’s unpack the chaos and bring some clarity to what AI is really doing to the future of work, and why IT support is right at the heart of this change.

AI and the Future of Work: From Fear to Function

The arrival of AI has often been framed in extremes, utopia or apocalypse. But for most organisations, the reality is somewhere in between.

Yes, AI will automate. Yes, it will change roles. But it’s also underscoring what humans are uniquely good at, and giving us the tools to focus on that.

What’s happening:

• Tasks, not jobs, are being automated.

  • Repetitive, rules-based tasks are the low-hanging fruit. Think about data entry, scheduling, and basic issue sorting. This frees people up for work that requires judgment, empathy, and creativity.

    
    

• Productivity is increasing, but unevenly.

  • Teams that effectively utilise AI can work more quickly and make improved decisions. But others risk a significant gap, falling behind due to a lack of strategy, skills, or awareness.

    
    

• New roles are emerging fast.

  • Roles like “prompt engineer” or “AI ethicist” were barely on the radar five years ago. We can expect even more specialised roles to emerge rapidly, focused on training, governing, and integrating AI into daily operations.

    
    

• Soft skills are rising in value.

  • As AI handles data, the human edge lies in creativity, emotional intelligence, adaptability, and problem-solving. These aren’t ‘nice to have’ anymore, they’re essential.

    
    

• Work-life boundaries are shifting.

  • With smarter automation comes more flexibility, but also a heightened emphasis on digital well-being. AI can empower better work outcomes, yet if misused or poorly managed, it can also blur boundaries and make it harder to switch off.

    
    

AI in IT Support: From Reactive to Predictive

If there’s one area where AI is creating real, immediate change, it’s IT support.

Traditionally, IT support has been a reactive function: a request is submitted, and a technician addresses it. Today, AI is enabling teams to anticipate issues, assist users more quickly, and reduce unnecessary disruptions.

How AI is reshaping IT support workflows:

• AI-powered self-service is going mainstream.

  • Virtual agents and chatbots handle password resets, access issues, and FAQs—instantly, 24/7. For users, that means less waiting. For teams, less volume. For the business, it translates to significant efficiency gains.

    
    

• Automated sorting and prioritisation.

  • AI tools can categorise and prioritise tickets based on urgency, context, and historical patterns, getting the right issue to the right person faster.

    
    

• Proactive problem-solving is replacing fire-fighting.

  • By analysing usage data and monitoring anomalies, AI can flag issues before they become outages. True predictive maintenance is becoming accessible beyond just large enterprises.

    
    

• Human agents are also receiving smarter support.

  • AI can surface relevant knowledge base articles, suggest next-best actions, and even detect tone in emails to guide responses.

    
    

• Knowledge bases are improving automatically.

  • AI helps create, refine, and serve up helpful content, reducing the “needle in a haystack” problem for both users and support teams.

From Uncertainty to Opportunity: The Evolving Role of IT Professionals

One of the most common questions floating around: Will AI take IT jobs?

The answer isn’t simple, but it’s not doom and gloom. AI is transforming the nature of IT roles more than it’s eliminating them. If anything, it’s elevating the human parts of IT: complex thinking, empathy, and strategy.

What's expected to happen:

• IT professionals will train and supervise AI tools to ensure accuracy, fairness, security, and optimal performance.

• They’ll handle the edge cases—problems too complex, ambiguous, or emotionally sensitive for automation.

• They’ll lead proactive service design, working with AI to improve experiences, not just fix issues.

• And they’ll become strategic advisors, helping organisations make the most of AI-driven insights.

  
  

The key isn’t to out-compete AI, it’s to work with it, shape it, and stay focused on what humans do best.

What Should You Do?

Whether you’re leading a business, managing IT, or just trying to keep up, here’s where to start:

• Get curious, not panicked. Try tools, experiment, read case studies, and understand the basics. Awareness is your best asset.

• Identify tasks that are ripe for automation. Look at time sinks, bottlenecks, and repeatable workflows.

• Invest in upskilling your team. The best use of AI is when it’s combined with strong human judgment.

• Balance innovation with responsible AI practices and ethics. Ask hard questions about bias, privacy, and transparency now, not later.

• Remember the human layer. In every system, there are users. Keep their experience central.

AI isn’t just changing systems, it’s changing how we think about work, value, and possibility. The chaos it brings is real. But so is the opportunity. Those who respond with curiosity, adaptability, and a focus on people, not just technology, are the ones who will thrive.

AI has assisted in the creation of the framework of this article.