Service Desks and the Rise of Agentic AI: Far More Than a Support-Desk Upgrade

In my recent interview with Chelsea Chamberlain, CTO of Roc Technologies, a striking theme emerged: artificial intelligence is not simply enhancing service desks, but fundamentally reshaping them. While human agents remain essential today, agentic AI will reduce the need for humans to undertake initial triage and basic troubleshooting tasks. AI tools are already outperforming humans in diagnosing and resolving routine issues, and as interoperability improves, the initial contact layer will increasingly be handled by autonomous systems. The role of human agents is expected to shift to complex problem solving and third-line accountability as agents take over repetitive workflows.

This trajectory aligns with broader labour market data showing AI’s actual and potential impact on jobs. Recent reports suggests that AI may complement many roles rather than displace them outright, with evidence so far indicating some increased productivity, in particular roles such as programming, without large-scale overall employment loss. However, the picture is nuanced and sector-specific.

Entry-level positions are disproportionately exposed to automation, with junior positions falling notably and fewer new vacancies being posted. This is particularly for graduates, amid both automation and broader economic pressures.

When routine enquiries traditionally handled by service desk first-line agents can be resolved by AI agents, early-career opportunities in IT support risk erosion if organisations do not reimagine roles rather than simply automate them. IDC and other analysts argue that agentic AI will reduce repetitive tasks, but new oversight, governance and collaboration roles are expected emerge.

What is particularly challenging is the speed of this shift. Chelsea’s experience in the field mirrors reports from industry leaders and labour advocates: boards and executives are cautious about automation investments because they fear early obsolescence of technologies, yet the workforce is already adapting to a landscape where junior roles are less prevalent and automation is a core expectation.

If service desks become digital-first through agentic AI, the industry must ensure career pathways and reskilling strategies are central to adoption, not an afterthought. Otherwise, we risk not just reduced headcounts in entry roles, but an entire generation entering a labour market that values oversight and strategic judgement without the necessary grounding in a subject or discipline.  Will assurance count more than execution?