Double-edged sword: More responsibility for IT in 2023

The business landscape is continuously being reshaped by external events, leading to the involvement and responsibility of IT excelling. Where IT workers’ roles traditionally focused on fixing device issues and ensuring that technology runs efficiently and effectively, the job description has expanded dramatically. This is particularly true as organisations navigate hybrid working, increasing cybersecurity issues, and economic instability. As IT responsibilities continue to evolve, it is important businesses do what they can to maintain steady workloads and reduce pressures placed on IT professionals.

From problem solvers to decision-makers

Typically, the IT department was seen as a siloed department in an organisation called on to help solve technology issues. However, with more need for expert advice on technology, digitalisation, efficiency and software, IT teams are being consulted to help make many strategic decisions. Business leaders are continually looking to improve, to digitalise, and to implement the latest technologies and innovations, previously seen with the cloud and zero trust architecture, to, more recently, AI technology. In order for organisations to avoid making ill-prepared and costly decisions, IT teams are now essential when making these decisions. GoTo’s 2023 IT Priorities Report found when it comes to deciding on new digital tools, 39% of organisations’ reasoning was due to IT team preference.

Furthermore, the shift over the last few years in workplace models has seen a range of new applications and technologies utilised by organisations. But these dispersed technologies are causing issues during rising economic uncertainty in 2023 and organisations are looking to reverse or consolidate some of these investments to cut down on spending. Once again, business leaders are seeking guidance from IT teams on what solutions to not only remove, but also which new solutions to invest in that can provide a stronger ROI during potential budget reprioritisation. While it is essential for IT professionals to provide a more consultative role in business, it is also important for business leaders to understand that the shifting business landscape is placing more pressures and workloads on IT.

More challenges mean more burden

The adoption of hybrid work over the last few years set a new tone for IT professionals’ role in decision-making, but it also led to many negative repercussions. The frantic investment in a wide range of tools meant IT teams were managing a greater suite of technology, adding unnecessary time to mundane admin work and processes. Furthermore, hybrid working meant organisations were dispersed across different locations and devices on a variety of different networks, so managing these devices with minimal downtime or interruptions was a great challenge, especially when IT professionals were still new to hybrid work themselves. Although hybrid work is no longer a new concept, and strategies to make it more manageable have been put in place, ultimately IT teams’ workloads have continued to increase into 2023. GoTo found 52% of Australian organisations believe their IT team workload increased last year, with the top three reasons being more tasks to perform, more challenges related to remote working and increased pressure.

Pressure has ensued due to external economic and cyber challenges. Economic uncertainty has in many cases led to reduced spending across departments, with IT teams having to produce the same output with less investment behind them. Furthermore, this also reduces the room to hire new IT professionals to support increased workloads. This challenge is accompanied by the recent intensity of cyber attacks flooding Australia, and IT teams and leaders are stretched thin as they look to manage external challenges, while still having to fix day-to-day tech issues within the organisation. Economic uncertainty and cyberthreats show no signs of abating, so IT pressures will continue to mount unless organisations help reduce the current burden being experienced.

Keeping responsibility positive for IT professionals

GoTo’s research found 42% of Australian IT decision-makers believe it is now very important to reduce the burden on IT when choosing new software. By investing in the right solutions and harnessing new innovations, IT workloads and pressures can be reduced. This will not only lead to increased productivity from IT teams but it will also provide a ripple effect through to the rest of the organisation as their issues can be solved more quickly, with less downtime experienced.

A consolidated all-in-one technology solution provides IT teams with the necessary applications and functions needed to manage the organisation on a singular interface that is easy to use and navigate. This creates more efficient output from IT teams, and by utilising cloud communications, meetings, messaging, remote access and support, device management, and ticketing through one vendor, organisations can save on licensing and additional costs, presenting a greater ROI.

New AI technologies also present a significant opportunity for businesses and IT teams to become more efficient. AI can alleviate workloads by automating mundane tasks and reducing errors made by stretched IT teams. Organisations that utilise artificial intelligence in their IT support technology stack can reduce time spent on script writing, as automating script writing for device management will allow IT teams to reallocate time to addressing high-priority tasks or other work that requires unique human input. AI can also help reduce time spent on repetitive tasks, like resetting passwords, restarting machines and backing up files. Implementing AI solutions will once again allow for greater IT efficiency and let employees focus on higher-impact tasks rather than needing manual input every time.

As organisations move forward in 2023, business leaders need to recognise that IT professionals will continue to face mounting pressures as companies accelerate towards digitalisation and transformation. Consulting with IT leaders and implementing the right solutions into IT management and support will not only increase the productivity of the business and IT teams alike, but will also provide IT professionals with more time and opportunity to manage their workloads and ensure the business performs efficiently — particularly during economic and cyber challenges.

Image credit: iStock.com/violetkaipa