IT Infrastructure: 2023 Trends Shaping IT Support

1.???Remote IT Support in 2023

For a long time, on-site IT support has been the norm. But, with the rise of remote work and large portions of the workforce working from home, there is an increasing number of businesses providing IT support remotely, through tools such as remote desktop software and online chat platforms.

At the same time, more businesses will outsource their IT infrastructure to a trusted provider, leaning on the knowledge, experience, and expertise of colocation data centre operators. This will help fill IT skills gaps in-house, whilst also providing greater levels of resilience, uptime, and cost efficiency during the challenging years ahead.

2.???Emphasis on Self-Service in IT Support and Infrastructure

Many organizations are implementing self-service portals and knowledge bases to allow users to solve common issues on their own, freeing up IT support staff to handle more complex problems. With self-service, you can limit waiting times and meet other customer requirements such as the need for immediate availability.

86% of customers would avoid a shop because the queue looks too long. Self-service therefore meets very important customer requirements. They want speed, convenience and immediate availability, preferably 24/7.

3.???Use of Artificial Intelligence (AI) and Automation in IT

There is a trend towards using artificial intelligence and automation to handle routine tasks and escalate more complex issues to human support staff. AI can be useful in a huge number of ways, including the detection of cyber-security threats, the prediction and prevention of failure, data analysis, automated mitigation, and reducing reliance on humans and saving time and money.

4.???Increased focus on Cybersecurity

The greatest threat to network infrastructure security is from hackers and malicious applications that attack and attempt to gain control over the routing infrastructure. As cyber threats continue to evolve, IT support teams are prioritizing cybersecurity and implementing measures such as two-factor authentication and regular security updates.

Network Infrastructure Security requires a holistic approach to ongoing processes and practices to ensure that the underlying infrastructure remains protected. As cyber threats become more sophisticated, this will continue to be a growing priority in IT teams.

5.???Adoption of Cloud-based technologies

The ongoing mass adoption of cloud computing has been a key driver of many of the most transformative tech trends, including AI and hybrid working. As it continues to evolve and grow, I expect to see it becoming an enabler of even more technologies, including virtual and augmented reality (VR/AR), cloud gaming, and the metaverse.

Many organizations are moving their IT infrastructure to the cloud, which requires IT support staff to be familiar with cloud-based technologies and support processes, in particular around cloud security and resilience, multi-cloud, and low- and no-code cloud services.

6.???Growing importance of mobile support

Between 2016 and 2022, smartphone users have increased by an annual growth rate of 10.4%, with 91% of the world’s population now owning a smartphone. With the proliferation of smartphones and other mobile devices, IT support teams are focusing on providing more effective support for mobile devices and applications.

The key factors effecting the growth of mobile app usage, and therefore the demand for better mobile support are 5G technology, AI integrated apps, and apps for foldable smartphones.

7.???IT Infrastructure for Sustainability Strategies

The 2030 deadline for net-zero targets is getting ever closer, and with 34% of UK organisations having made no progress on their sustainability goals, or in even defining them, it’s essential that businesses start to analyse and create strategies that will see them meet their targets. This might include reviewing software and hardware that is in use, to ensure they are all built, operated, and retired sustainably, to ensure minimal environmental impact.

8.???Connectivity Speeds will be Top Priority in IT

Connectivity is the foundation of any IT network. As we head into 2023, businesses will likely start integrating on-site premises, cloud, and colocation to extend network reach to improve performance, and reduce latency and costs.

Optimising IT Infrastructure for 2023

Whatever 2023 brings, it’s clear that IT infrastructure will continue to play a fundamental role in our lives, both inside and outside the workplace.

If you’re a business looking to scale your Infrastructure and IT Support team this year, to deliver on business-critical projects that will keep you ahead of the curve, get in touch today to find out more about our 2023 Hiring Essentials toolkit, including available permanent tech and digital talent, available contract tech and digital talent, and our salary surveys.

Alternatively, if you’re on the market for a brand-new role you can get in touch for a free confidential chat today or browse our current vacancies online.