50 Employee Service Desk Statistics: Are You Ready For 2024?

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50 Employee Service Desk Statistics: Are You Ready For 2024?
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There is no denying that a modern service desk is essential in this modern world, where flexibility and adaptability are imperative. An employee service desk that follows current trends and implements innovative solutions can substantially impact employee productivity, morale, and overall organizational efficiency.

As we stand at the crossroads of technological advancement, the question is no longer whether to implement Generative AI in employee service desks but rather how quickly enterprises can adapt to stay ahead of the trend. has compiled a list of 50 statistics to illustrate the need for automation in employee service desks so that organizations can shape a future where employee satisfaction, productivity, and engagement converge seamlessly.

The Generative AI Paradigm Shift in Modern Employee Service Desk

In the age of instant gratification, employees expect tools that predict their requirements rather than simply answers. Generative AI's ability to examine previous data and predict potential issues allows employee service desks to shift from reactive problem-solving to proactive support.

Additionally, integrating advanced technologies like Generative AI helps organizations decrease support ticket volume by 60%, indicating a trend toward a more streamlined and efficient support ecosystem.

GenAI-enabled Service Desk Benefits | Rezolve,.ai

Consider this: A modern service desk enabled by advanced technologies like automation and Generative AI that responds to inquiries and learns, evolves, and predicts employee needs in real-time. Sounds perfect for your organization, right? As employee service desks increasingly utilize Generative AI, they have experienced unprecedented levels of efficiency, as it can recognize context, generate human-like responses, and react to dynamic situations.

Reports state that organizations implementing Generative AI at their service desks experienced an astounding 75% reduction in resolution times. As a result of this groundbreaking leap, GenAI-led automation is able to transform the workplace and result in a more productive work environment.

Top Generative AI and Automation Statistics for 2024

Now, with user-friendly interfaces and smart automation, getting help at work is easier. Artificial Intelligence quickly addresses common issues, freeing up time for more complex problem-solving. Chatbots provide instant assistance, and tech-savvy tools streamline tasks. This enhances efficiency, reducing wait times for employees seeking support. 

User experience is at the forefront, making the service desk a smooth, accessible, and tech-powered hub for all workplace needs. Embracing these advancements ensures a seamless and hassle-free support system for employees in 2024.

Now, let’s look at some amazing statistics: 

1. Generative AI  has the potential to enhance productivity by nearly 14%. (Source: NBER)

2. According to a survey, 72% of employees are confident that they could increase their daily workload by at least 30% by leveraging automation tools. (Source: Wrike)

3. Employees with higher productivity levels are 242% more inclined to utilize AI and 78% more likely to employ automation compared to their less-productive counterparts. Furthermore, those who embrace automation can save approximately 3.6 hours per week. (Source: Slack)

4. In terms of organizational outlook, 76% of HR leaders express the belief that failure to adopt and implement advanced AI solutions, such as Generative AI, within the next 12 to 24 months may result in their organization falling behind in terms of success compared to those that do. (Source: Gartner)

5. The global artificial intelligence market is estimated to increase at a Compound Annual Growth Rate (CAGR) of 36.8% over the forecast period, reaching USD 1,345.2 billion in 2030 from USD 150.2 billion in 2023.(Source: Markets and Markets)

6. The application of Generative AI for enhancing efficiency is a goal for 63% of HR leaders, while 52% aim to improve the overall employee experience. (Source: Gartner)

7. In looking ahead, 45% of HR professionals foresee automation playing a pivotal role in enhancing their jobs, particularly in the realm of recruitment. (Source: Jobvite)

8. Among companies utilizing AI for HR purposes, 56% are focused on automating repetitive tasks, and 51% of these organizations anticipate cost savings through automation. (Source: Gartner)

Top ITSM Statistics for 2024

We all know that IT service desks are now ramping up ITSM (Information Technology Service Management) training and development. The focus is on simplifying processes and enhancing employee skills. Training programs aim to empower staff with the knowledge needed for efficient IT service delivery. This initiative ensures a responsive and effective employee service desk aligning with the latest industry standards. The goal is to foster a workforce capable of delivering top-notch IT support and solutions, ultimately enhancing the overall employee experience.

Here are some of the top statistics on ITSM: 

ITSM Market Size |

9. The global IT Service Management (ITSM) market was valued at USD 3121.47 million in 2022 and is predicted to grow at a 9.06% CAGR over the forecast period, reaching USD 5251.6 million by 2028. (Source: Linkedin)

10. The IT services business is redefined by a variety of technologies and infrastructure methods that complement one another. Among these are cloud strategies and incorporating technology like artificial intelligence (AI) and machine learning (ML) into corporate solutions. (Source: Statista)

11. One in three employees asserts that their organization's existing IT training methods are obsolete. (Source: Zavvy)

12. Around 59% of organizations have already deployed ITSM tools or aim to do so soon to enhance their user experience. (Source: Forrester Research)

13. 46% of organizations considered their ITSM tools to be excellent, while 24% expressed a desire to substitute theirs. (Source: AXELOS survey)

14. The significance of employee experience in ITSM has seen a substantial rise within a single year, surging from 55% to 73%. (Source: The SysAid 2023 State of Service Management Report)

15. Approximately 71% of enterprises opt for outsourcing their IT functions to managed service providers, aiming to leverage specialized expertise, cut down expenses, and enhance overall IT performance. (Source: Deloitte)

16. In the year 2025, it is anticipated that the global count of interconnected Internet of Things (IoT) devices will exceed 30 billion. This surge is expected to catalyze digital transformation in various sectors, presenting lucrative prospects for IT service providers to deliver IoT solutions and services. (Source: Statista)

17. Ensuring mobile responsiveness is crucial for IT services firms, as it directly influences conversion rates. An astonishing 57% of users are unwilling to support a business with an inadequately designed mobile site. (Source: Instabug)

18. Approximately 75% of IT executives affirm the crucial role of clearly outlined and quantifiable Key Performance Indicators (KPIs) in the effective management of IT service goals. (Source: Gartner)

Employee Productivity

In 2024, employee productivity at the service desk remains crucial. With streamlined processes and accessible support, modern service desks aim to enhance efficiency. Quick issue resolution, user-friendly interfaces, and responsive assistance contribute to a positive work environment. 

Technology integration continues to simplify tasks, empowering employees to navigate their work smoothly. Regular training ensures staff proficiency, reducing downtime. The focus is on proactive problem-solving, fostering a productive and content workforce.

Constant feedback loops enable continuous improvement, aligning the employee service desk with evolving needs, ultimately optimizing productivity for a successful work experience.

Let's have a look at some top employee productivity stats:

19. U.S. companies experience an annual loss of productivity ranging from $483 billion to $605 billion. (Source: Select‍Software REVIEWS)

20. On average, typical office workers are productive for less than one-third (31%) of their 8-hour workday. (Source: BOSTONtec)

21. Digital workers, on the other hand, typically contribute 6 hours and 59 minutes of productive time daily. (Source: ActivTrak )

22. According to research conducted at the University of California, Irvine, the average time required to return to a task after an interruption is 23 minutes and 15 seconds. Despite interruptions lasting only a few seconds, this recovery period constitutes 4.8% of an 8-hour workday. (Source: Exploding Topics)

23. In terms of assessing productivity, 27% of executives rely on visible activity as their main metric. Additionally, 19% use KPIs, objectives, and goals, while 15% utilize cost metrics to evaluate productivity. (Source: Exploding Topics)

24. 48% of workers admit to experiencing productivity levels below 75% throughout the workday. (Source: Wrike)

25. A significant 71% of leaders within organizations acknowledge feeling pressured by executives to enhance employee productivity. (Source: Slack)

26. Teams exhibiting high levels of engagement demonstrate a 23% increase in profitability compared to their disengaged counterparts. (Source: Gallup)

27. In the broader context, there has been a noteworthy surge of over 60% in overall worker productivity since 1979. (Source:

Employee Engagement

Employee Service Desk is all about making employees feel heard and supported. It's a hub where workers get help, share ideas, and find solutions easily. The focus is on boosting engagement by providing quick, friendly assistance. This means addressing concerns promptly and ensuring a positive experience for every employee. The service desk is a go-to place for information, making work life smoother and more enjoyable. In this setup, employees are not just workers; they're valued contributors, and the service desk is a key ally in their journey, making work more engaging and fulfilling for everyone.

Below are some amazing stats on employee engagements:

Employee engagement statistics |

28. Worldwide, the annual loss of productivity due to disengaged workers amounts to $8.8 trillion. (Source: Gallup)

29. Just 23% of the workforce finds themselves actively engaged in their work. (Source: Exploding Topics)

30. A mere distraction can result in the squandering of 4.8% of the workday. (Source: Exploding Topics)

31. A notable 21% of individuals working remotely express experiencing burnout. (Source: Exploding Topics)

32. Employees who are engaged face a 44% lower likelihood of encountering stress during their workday. (Source: Exploding Topics)

33. A significant 70% of the workforce believes that their productivity would increase if they were subjected to fewer meetings. (Source: Exploding Topics)

34. As anticipated, heightened engagement correlates with elevated job satisfaction. A noteworthy 56% of disengaged employees frequently experience stress throughout the day, while a mere 30% of engaged employees share similar stress levels. (Source: Exploding Topics)

35. Approximately 53% of individuals working remotely indicate a certain degree of engagement. Among those lacking engagement, 30% express a profound sense of disconnection from their work. (Source:

36. Actively engaged workers face a 44% lower likelihood of experiencing stress during their workday. (Source: Gallup)

37. In a scenario where an entity has 100 employees, there is an average of three daily worker absences. Conversely, in a larger organization with 500 employees, the daily absenteeism rate increases to 15. (Source:

Knowledge Management

Looking ahead to 2024, Service Desks focus on efficient Knowledge Management. This means organizing and sharing information in a simple way so employees can quickly find what they need. The goal is to enhance problem-solving and decision-making. With easy-to-understand systems, employees get faster support, leading to improved satisfaction. Companies recognize the value of retaining knowledge within the organization, making it easier for new hires to adapt and contribute.

Essentially, in the Employee Service Desk of 2024, keeping the information accessible and understandable is key for a smooth and effective work environment. So here are some top stats on knowledge management to keep you up to date in 2024:

38. The anticipated growth of the knowledge management software market is projected to be 14.41% between 2023 and 2028, with an estimated market size increase of USD 25.30 billion. (Source: Technavio)

39. The implementation of a robust knowledge management system (KMS) has the potential to decrease time spent searching for information by up to 35% and enhance overall organizational productivity by 20-25%. (Source: Mckinsey)

40. In the year 2024, intranet packages are expected to include a variety of flexible online collaboration tools. (Source: Axero Solutions )

41. Companies that have successfully implemented knowledge-sharing programs demonstrated a 34% higher productivity rate compared to those lacking such initiatives. (Source: Deloitte)

42. A mere 14% of organizations were in the process of integrating technology into their knowledge management processes. (Source: APQC Org)

Employee Satisfaction

Happy employees are more productive, engaged, and likely to provide excellent customer service. When employees feel valued and supported, they are motivated to deliver their best work. This positively impacts the overall efficiency of the service desk, leading to faster issue resolution and improved customer satisfaction. Investing in employee well-being, recognizing achievements, and fostering a positive work environment not only boosts morale but also enhances teamwork. As it is said, a satisfied workforce is a key asset for maintaining high-quality service and adapting to new challenges.

Now, let’s look at some amazing statistics:

Personalized employee support |

43. Approximately 43% of employed adults in the United States, totaling around 69 million individuals, indicate a significant level of satisfaction with their current jobs, describing their contentment as "very satisfied." Another 38% express a level of satisfaction categorized as "somewhat satisfied." On the flip side, around 6% of working adults convey a sense of "very dissatisfied" with their employment, while 11% report being "somewhat dissatisfied" with their current work situation. (Source: Go Morning Consult)

44. A substantial 34% of the American workforce reveals a desire to change their existing job. (Source: Go Morning Consult)

45. The younger generation, Gen Z workers, manifest lower satisfaction levels, decreased engagement, and an elevated risk of burnout compared to the overall working population. (Source: Go Morning Consult)

46. Businesses that maintain high levels of employee satisfaction demonstrate a 202% outperformance compared to companies with lower satisfaction rates. (Source: Apollo Technical)

47. Nearly half, or 49%, of employees, harbor the sentiment that their organizations fail to deliver on the promised work experience. (Source: Kincentric)

48. A concerning 38% of the workforce perceives themselves at risk of experiencing burnout due to inefficient work processes. (Source: Qualtrics)

49. Approximately two-thirds, or 67%, of workers, express a preference for a hybrid work arrangement, blending both remote and in-person work. (Source: Future Forum)

50. In a survey of over 600 American businesses with 50-500 employees, a significant 63.3% of companies assert that retaining employees poses a more considerable challenge than the initial hiring process. (Source: Zenefits)


The Benchmarking compilation of the top 50 Employee Service Desk Statistics and insights paints a picture of the state of the Employee Service Desk in 2024. As we delve into these compelling statistics, it becomes evident that the landscape of employee support is rapidly evolving. The data underscores the increasing importance of embracing innovative technologies and strategies to meet the dynamic needs of modern workplaces. With a focus on enhancing efficiency, elevating employee experience, and adapting to emerging trends, organizations can position themselves for success in the ever-changing realm of employee service desk management. 

As we move forward into 2024, these statistics serve as a valuable guide, urging businesses to stay agile, proactive, and technology-forward in order to navigate the challenges and opportunities that lie ahead.

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