When Will AI Replace Spécialistes du support utilisateur informatique ?

The automation wave for Computer User Support Specialists is set to accelerate significantly. Early impacts, with near-total automation of tier-1 support tasks like password resets and basic troubleshooting, are projected for as early as 2027. AI chatbots are already resolving 40-50% of common tickets.

By the mid-term, around 2030, approximately 60% of all Computer User Support Specialist tasks will be automated. This mid-wave transformation will see AI-powered helpdesk systems, self-service portals, and intelligent troubleshooting agents become standard, fundamentally altering the support environment.

While significant automation occurs between 2027 and 2030, late-stage impacts extend further. Senior specialists who adapt and pivot to IT infrastructure, cybersecurity, or AI system management may find their roles sustainable through 2034 and beyond, indicating a clear path for those who evolve.

Junior support technicians with 0-3 years of experience, especially those in call centers or basic helpdesk environments, are most at risk. Demand for these roles is predicted to decline by 50-60% between 2027-2028 as companies adopt AI-first support models.

Mid-level technicians handling tier-2 escalations, complex enterprise environments, or specialized systems can extend their careers to 2030-2032. These roles require a deeper understanding and problem-solving capability that AI is slower to replicate, offering a temporary buffer.

Senior specialists who proactively pivot their skill sets towards IT infrastructure, cybersecurity, or AI system management may remain employable through 2034 and beyond. This strategic shift leverages existing experience while adapting to emerging technological demands.

You have an estimated 3-7 years to adapt, depending on your specialization and willingness to evolve. The key is to focus on acquiring skills that complement AI, rather than compete with it. This means developing expertise in areas where human judgment and complex problem-solving are essential.

Consider specializing in areas like IT infrastructure management, cybersecurity, or the direct management and maintenance of AI systems themselves. These fields are less susceptible to immediate automation and are projected to grow as AI adoption increases.

Leverage AI tools to enhance your own productivity. Familiarize yourself with AI-powered troubleshooting agents and intelligent helpdesk systems like Zendesk AI, Intercom, and Microsoft Copilot for Service. Understanding how these tools work will be crucial for managing them.