The IT support industry is evolving rapidly, driven by AI, automation, cybersecurity risks, and remote work. In 2025, businesses are increasing their reliance on IT support to enhance efficiency, secure digital assets, and reduce system downtime. With ticket volumes rising by 17% and AI handling 40% of Tier-1 support cases, the IT help desk landscape is undergoing a transformation.

This report compiles 50+ key IT support statistics that define modern IT operations, helping businesses stay ahead of trends, optimize IT strategies, and improve user satisfaction.

50+ IT Support Statistics

1️⃣ IT Support Industry & Market Growth

1. The global IT support services market is projected to reach $1.2 trillion by 2025, growing at a CAGR of 8.4% from 2021.
2. 65% of businesses plan to increase IT support budgets due to rising cybersecurity threats and remote work demands.
3. Outsourced IT support is expected to grow by 12% YoY, driven by cost savings and skill shortages.
4. Managed IT services market will hit $400 billion by 2025, a 10.3% increase from 2023.
5. SMBs (Small & Medium Businesses) are 80% more likely to outsource IT support in 2025 compared to 2019.

2️⃣ IT Help Desk & Ticketing Trends

6. The average IT help desk processes 492 tickets per month, a 17% increase from 2023.
7. First-call resolution (FCR) rate is 74%, improving due to AI chatbots and automation.
8. 56% of IT support tickets are related to password resets and user access issues.
9. Chatbots handle 40% of Tier-1 IT support tickets, reducing workload on human agents.
10. The average ticket resolution time has improved by 12%, dropping to 5.8 hours.

3️⃣ AI & Automation in IT Support

11. AI-driven IT support reduces ticket resolution time by 30% on average.
12. 40% of IT teams use AI-powered chatbots for tier-1 support.
13. Predictive analytics in IT support helps reduce system downtime by 22%.
14. Automated workflows cut repetitive IT support tasks by 50%, freeing up resources.
15. AI-driven voice assistants handle 23% of IT support calls, reducing human agent workload.

4️⃣ Remote Work & IT Support Evolution

16. 85% of companies offer remote or hybrid work options, increasing demand for cloud-based IT support.
17. Remote IT support requests have surged by 45% post-pandemic.
18. 67% of IT support issues are resolved remotely, reducing on-site technician visits.
19. Cloud-based IT support platforms are now used by 76% of enterprises.
20. VPN-related support tickets have increased by 32% due to remote work security concerns.

5️⃣ Cybersecurity & IT Support Risks

21. 43% of IT support tickets involve cybersecurity concerns, up from 35% in 2023.
22. Phishing-related IT support cases have increased by 29% due to more sophisticated attacks.
23. Multi-factor authentication (MFA) adoption has risen to 91%, helping reduce account breaches.
24. Ransomware-related IT support cases surged by 18%, with an average breach cost of $4.54M.
25. Cloud security issues account for 26% of IT support tickets in 2025.
26. Social engineering incidents have increased by 34%, requiring advanced security training for IT teams.
27. Zero Trust Security models are now implemented by 68% of organizations.
28. 30% of IT teams report burnout due to handling rising cybersecurity threats.

6️⃣ IT Support Efficiency & Productivity

29. Automation in IT support has reduced manual troubleshooting time by 24%.
30. Companies with strong IT support see a 15% boost in employee productivity.
31. Remote IT teams using automation resolve tickets 40% faster than those without.
32. IT help desk teams using AI experience a 20% lower ticket backlog.
33. Outsourcing IT support reduces downtime costs by an average of 27%.
34. Live chat IT support has a 32% higher satisfaction rate than email-based ticketing systems.
35. Proactive IT maintenance reduces the number of critical system failures by 18%.

7️⃣ IT Support Satisfaction & Response Times

36. Customer satisfaction (CSAT) with IT support is at 82%, with speed of resolution being the top factor.
37. Live chat IT support response times are 45% faster than email-based support.
38. The average first response time for IT support tickets is 2.5 hours.
39. 72% of users prefer self-service options before contacting IT support.
40. Knowledge base utilization has increased by 25%, reducing common ticket volume.

8️⃣ IT Workforce & Challenges

41. 78% of IT support teams report burnout due to increasing ticket volumes.
42. 58% of IT professionals believe AI and automation will reduce workload stress by 2026.
43. IT support salaries have increased by 12% on average due to higher demand for skilled professionals.
44. 40% of IT professionals are considering a job change due to high stress and workloads.
45. Lack of IT talent is the #1 challenge for 52% of businesses.
46. Only 35% of IT teams feel they have enough staff to meet demand in 2025.

9️⃣ Emerging IT Support Trends

47. AI-driven self-healing systems reduce downtime by 15% by automatically fixing common issues.
48. Edge computing support requests have grown by 30% as IoT adoption increases.
49. IT support for blockchain and Web3 issues has increased by 40% since 2023.
50. Green IT initiatives in IT support reduce energy consumption by 12% per year.
51. Digital experience monitoring (DEM) is now used by 55% of enterprises to track IT performance.

Key Takeaways

🔹 AI & Automation are revolutionizing IT support, improving efficiency and reducing response times.
🔹 Remote work & cybersecurity continue to shape IT support trends, increasing demand for cloud solutions.
🔹 Burnout & workforce shortages remain major concerns, driving interest in outsourcing and automation.
🔹 Customer expectations for faster, AI-driven support are rising, pushing IT teams to innovate.

Conclusion

IT support in 2025 is characterized by automation, cloud adoption, cybersecurity concerns, and increasing ticket volumes. With AI-driven solutions handling routine queries and predictive analytics reducing downtime, IT teams are becoming more efficient. However, challenges such as workforce shortages and cybersecurity threats continue to shape the industry.

To stay ahead, businesses must embrace AI, invest in cybersecurity training, and enhance self-service IT support. As IT operations become more complex, a proactive and data-driven IT support approach will be essential for success.

Frequently Asked Questions

Sources & References

Gartner IT Services Forecast 2024-2025
Statista IT Support & Help Desk Market Data
HDI (Help Desk Institute) IT Support Trends Report 2024
Forrester Research: AI in IT Support 2025
CompTIA IT Industry Outlook 2025