AI is taking help desk jobs?

In this video, we're going to talk about the impact of AI on help desk and other entry-level IT jobs. If you want to learn more about the cool things AI can do to make your life easier as an IT professional check out this video that ‪@TCMSecurityAcademy‬ published today: • FIVE Practical AI Uses...
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[@auntieuppity2458]

We still have people afraid of their computers.

[@Itcareerquestions]

Haha, yeah we sure do.

[@ChaseFace]

Not to mention even grocery store checkout jobs have only been partially filled by self checkout kiosks while people predicted they'd totally replace humans.

[@puddingat4am145]

There is still a large amount of entry level helpdesk jobs that involve answering phones and the ability to speak to customers. AI can generate celebrity voices but definitely can't answer a phonecall and hold a conversation.

[@Itcareerquestions]

That's for sure. Maybe one day, but we aren't there yet.

[@spiderwolfecobra1985]

@@Itcareerquestions I hope not lol

[@shogenx]

I think there is some AI in its early stages that can already have a voice conversation with you Anika for example

[@mindfuljourneyVR]

not for long check out my bio :)

[@Olterior]

@@shogenx a controlled DEMO is not a reprerentation of how good the prodocut is.

[@kazi1]

Yup, ai still has a long ways to go to solve the advance problems in help desk.

[@Itcareerquestions]

It sure does. Maybe one day we'll get there...but I'm in no hurry.

[@shogenx]

I mean considering when I worked in defence 90% of the problems even in level 2 were fixed by asking the client if they turned it on and off again.... and im not even joking how mind numbing that question truly gets, when every technical document you bring up also says have you asked the client have turned it on and off again... (like IT crowd got that so spot on, I legit worked out how much I hated IT after several months of that), that aside I think gpt could fix most entry level problems by sheer ability to sift through the shit quicker then I could read a single tech doc

[@ChaseFace]

I've been using ChatGPT to help me understand questions and answers on my Dion training exams. It does sometimes give me incorrect answers when allowed to be more creative outside of multiple choice prompts, but it's paramount as someone with ADHD that benefits greatly from having a tutor despite not being able to afford one. I'm in Dallas where I hear competition is fierce, and on my resume I mention "A+ and Network+ in progress" and I've only gotten one interview out of about 50 applications. Is this normal, and should I just finish my trifecta before applying further? Any feedback would be greatly appreciated. Thanks!!

[@Itcareerquestions]

That is awesome to hear and i'm glad that you pointed out that you still find errors, it's great that you're noticing them. I too have ADHD and I cannot tell you the value I've found in utilizing ChatGPT just to help construct the madness in my head. To your question, the competition is fierce so yes you can definitely expect that. You might have more luck once you achieve said certifications though. You can always apply it never hurts and you never know what can happen. I have a few helpful videos on the channel for resumes and interviewing if you can find them, they're very helpful.

[@ChaseFace]

@@Itcareerquestions Thanks dude, I'll check those out! Cheers!!

[@artilleryisbetter]

Keep applying and apply EVERYWHERE not just your hometown/city.... Employers value experience over certs and degrees...you can gain experience from contract work and volunteer and throwing in some Homelab work doesn't hurt.

[@mindfuljourneyVR]

kzbin.infoTCh52NZ2xr0?si=y6tg6LeRDLqprGge “we are there yet”

[@TetrisAddiction]

Most Users lack the ability to clearly describe what is not working, hell, half the time, they can’t even tell you what software or tool they are using.

[@Itcareerquestions]

Lol, you aren't wrong. We still have some ways to go.

[@DirtyJackieDan]

And never forget, everything is "urgent"

[@JJFlores197]

@@DirtyJackieDan Yep. nothing is more infuriating than an "emergency" tech ticket at a school site only to find that the power strip was not plugged in or that the teacher didn't understand that the blinking "out of paper" light means that the printer is out of paper.... Yes, I've had to deal with those more times than I thought was possible.

[@danielle8622]

I'm an endpoint systems administrator (MECM/SCCM/Intune mostly) and I asked chatGPT to troubleshoot a problem with device enrollment to Intune and got a pretty sufficient answer. That was the first time I was like huh, this could start making some waves at the tier 1 type of support level.

[@mhnav]

In my opinion, this type of technology is currently like a tool for us (support teams or help desk), yes maybe one day can replace us, but the jobs are changing constantly, so I guess nobody will lose their job, maybe we will work in a different way, I don't know hehe

[@izamalcadosa2951]

MECM/SCCM/Intune are level 2 or level 3 Desktop Support or Help Desk tasks! I worked on Help Desk my first 3 or 3 1/2 years when I first got in, and you will never get to use those platforms at Level 1/Tier 1 Help Desk. Some corporations try to sneak in Level 2 or Level 3 IT tasks as Level 1 but I'm a season vet in Tech at 8 years in! I'm now in Network Engineering and Software Engineering, mostly!

[@danielle8622]

@@izamalcadosa2951 The thing I was talking about is something my level 1 help desk would work on, which is assisting a user with setting up a new phone and it throwing a particular error. I'm not talking about back end or high level system stuff. Device setups are front line support tasks and anyone who works at a company that uses SCCM/Intune should be aware of common issues with device setups, or at the very least maintaining a knowledge base of common issues. You can't have help desk escalating every single issue to admins and engineers. They have to know the basics.

[@PigeonLyfe]

Customers can't successfully yell at AI on the phone versus a human. xD But no joke AI is going to evolve into some crazy stuff O.O

[@Jeffero28]

I've been using GPT to help me learn powershell as an lvl1 help desk. Still looking to find other ways to integrate it into my workflow and help learn new stuff. One comment and not to be negative because I love your videos... but the editing in this video is super distracting. I see it all over KZbin especially in tech videos. Maybe it's just me but the constant cuts to different camera angle every 3 seconds make it hard to watch.

[@Itcareerquestions]

That's awesome to hear, good luck in your learning. I always appreciate the feedback, good or bad. Thank you very much for letting me know.

[@alexphilipose1351]

I doubt it will happen for a while because end users struggle with using proper IT jargon when describing issues. AI can't deciper end user speak into technical jargon yet

[@jaelkyle8809]

But if the end user is replaced by ai, who needs help desk

[@artilleryisbetter]

Lol depends on the job responsibilities of end-users

[@riamu1985]

It will take a long time it can take helpdesk job.

[@matt_milack]

I would be very grateful if someone who thinks that AI will replace majority of workforce in the future can answer me following question: Even if AI becomes so good that it makes majority of people globally jobless, because companies, corporations and conglomerates will significantly reduce the amount of their worker, how will they make more profit if all of those jobless people will not be able to buy their products and services? Basically, if teams of 10 workers get reduced to 2 workers, across all industries, globally, that means that 80% of people who used to buy companies products and services will not be able to do so anymore, because they will be jobless. So, I don't get how reducing costs by automation makes sense for companies if they lose 80% of their previous market.

[@rustyshackleford3316]

If that was a problem, they would still be making everything in America and not have sent all those good jobs overseas.

[@matt_milack]

@@rustyshackleford3316 We're talking globally here. Those people overseas would also lose their jobs.

[@redpilljesus]

@@matt_milack In the words of Superfast Matt, "that sounds like a problem for FUTURE Matt." Companies are chasing profitable QUARTERS, my guy. And if other companies are cutting costs with AI, other companies will get more business, more investment, etc. The end-state "is what it is".

[@matt_milack]

@@redpilljesus So basically, they will chose to bankrupt in 3 years in order to make a lot of money in those 3 years... Interesting strategy.

[@redpilljesus]

@@matt_milack why would they care? Executives get rich and go to other companies.

[@artilleryisbetter]

AI can replace a level 1 helpdesk role - but will never replicate the same results (ie: in-person solutions, timing, human comprehension, etc.,.) But to replace NOC or SOC? Nah not even close.

[@YouTube_Public_Relations_Dept]

My users are incapable of following basic instructions I provide to connect their Bluetooth headsets or figure out how to arrange their dual monitor positions. I doubt AI telling them what to do will make any difference.

[@Itcareerquestions]

Haha, probably true, but some users might be able to use GPT to figure it out themselves...most however will not.

[@YouTube_Public_Relations_Dept]

@@Itcareerquestions Oh for sure. A few are capable of doing a google and helping themselves. The rest, not so much :)

[@JJFlores197]

I feel you. I created a basic guide during distance learning of some of the most common issues that I helped teachers with. I spent a lot of time figuring out what the most direct and simple way to convey the information was. I even took screen shots and put arrows pointing exactly where they need to click on. A lot of teachers imply couldn't figure out how to change their audio output setting in Windows even with screenshots pointing exactly where they need to click on. I was always glad to help, but the main reason I made that guide was so that they could do a lot of it on their own.

[@YouTube_Public_Relations_Dept]

@@JJFlores197 I found a USB mouse plugged into a USB wall socket today so our problems are at least varied in nature.

[@Ampopoltech]

i just finished school in college and its a struggle to find entry level job nowadays. its been 2 months still unemployed. applied to lots of companies had initial interview. no callback after it. struggle is real most companies want XXXX amount of experience and certification. IT job is going to be bad for freshman/inexperience people

[@senditall152]

If you do not have it yet you may need to work on the CompTIA A+, N+ and Security + As you add these to your CV it will make you more wanted.

[@Ampopoltech]

@@senditall152 i have comptia A+ help desk ask servcienow and itil which i dont have experience

[@Olterior]

It has been the case for 20 years. I am so tired of seeing this. When I finished college in 2013, it took me 2 years to land an internship as a helpdesk agent. It took me 8 years to get to a reasonable salary. Get it out of your head, landing a job after college is a dream, most people don't get to do that. Best you can expect is that you do some work prior to graduating for free that interests someone to hire you and help you grow. I worked in a call centre after college, for 11 months. It fucked me up. If anything I hope it DOES take the job, I mean some of the stories I have are about as abusive as you can get before throwing punches.

[@DeadricSummoner]

AI can help troubleshoot help desk issues, but it’s not going to solve issues. AI is hardly replacing repetitive low risk factory work like filling up bottles.

[@-MakeItGood-]

Here is what WILL happen. AI will do a lot of small things that entry level techs do now pushing out those without degrees and people with a 4 year degree will be working the few help desk jobs left.

[@senditall152]

This is quite a hard topic....

[@baldsportsfan9368]

Some of the nonsensical shit that end users say with will stump even the greatest of AI lmao

[@Grizzler231]

just wait a few more years and AI generated video content would take your job also

[@carkawalakhatulistiwa]

all repetitive work using computers can be automated within 2 years by ai.

[@tyrojames9937]

AI and ML are ..........

[@EclipseMints08]

As new data and models are created for AI, it's only a matter of time before AI will eventually replace the lower tier jobs. Especially as processing power continues to increase. In 2023, AI is an assistant. In 2040? 2060? I can see AI, especially combined with robots, I can see it replace people. Especially the less gifted and intelligent people. The smartest people who are essentially creating these AI right now will have a job. What about that person who's only capable of working at a warehouse? Or that librarian? Those type of jobs I can see being removed from the job market.