Competing forces are affecting people who work on help or service desks. One is improving automation tools, which advocates say can replace level 1 and 2 support staff. At the same time, the number of help desk tickets is rising each year, which puts more demand on the service desk.

These cross-currents in the industry make it hard to predict the fate of some IT jobs. A Pew survey, released in August, of nearly 1,900 experts found a clear split on what the future may bring: 52% said tech advances will not displace more jobs than they create by 2025, but 48% said they will.

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