You didn’t get into IT to reset passwords and chase tickets all day.

But somehow, that’s where most of the time goes.

Small issues keep piling up. Teams get pulled into things users could’ve solved themselves. And the bigger work like fixing root causes, improving systems, planning, keeps getting pushed.

This isn’t just your team. It’s happening everywhere.

In fact, more than half of IT professionals say they’re constantly dealing with minor issues that take time away from more important work.

That’s the gap this report from TOPdesk explores.

Based on insights from thousands of IT professionals, it shows what’s changing inside IT teams right now: why service desks feel stretched, why employee experience is becoming part of IT’s job, and why AI is starting to shift how work gets done.

In this report, you will learn how to:

• Understand why IT teams stay stuck in reactive work instead of fixing root problems
• Identify where recurring issues are quietly draining your team’s time
• See how employee experience is becoming part of IT’s responsibility
• Understand where AI and automation are helping (and where they’re not yet)
• Recognize what separates teams that are overwhelmed from those that are evolving