The traditional IT help desk, often the backbone of enterprise tech support, is facing a seismic shift as digital landscapes grow more complex and demanding, new research has claimed.
A report from Nexthink based on a survey of 1,000 IT workers worldwide has revealed growing concerns and excitement over the evolution of the service desk model and the impact of artificial intelligence (AI) and automation on end-user computing (EUC).
The short response to this survey is that traditional IT service desks will become “extinct” in a few years. Almost four-fifths (79%) of IT workers believe traditional service desks will be unrecognizable within three years, while just slightly less (77%) predict that new technologies will render them redundant by 2027.
The decline of traditional service desksAs companies increasingly rely on complex digital systems, the number of incidents and technical issues has grown, and IT departments are feeling the pressure to keep up with these demands.
The survey found the vast majority (87%) of IT workers believe incident response is economically unsustainable without significant proactive capabilities.
The evolution of service desks is increasingly leaning towards proactive IT solutions. Without this shift, the risk of AI and automation replacing traditional roles in service management looms large.
Almost all (96%) of IT professionals emphasize the need for enhanced proactivity in anticipating and addressing incidents. In parallel, 95% report that their departments are actively investing in strategies to become more proactive, acknowledging that this transformation is vital for boosting organizational productivity.
Many IT professionals also foresee a shift toward what they call the "experience desk." The survey reveals that 92% of respondents believe the service desk will transform into this new model, focused on enhancing the overall employee experience. The shift toward an experience-centric model will require upskilling within IT departments.
Respondents also identified three key areas for development; understanding the employee experience; generative AI skills; and the ability to deliver technological training. These competencies will become increasingly important as IT professionals work to align technical solutions with employee needs and preferences.
It isn't all doom and gloom however, with 96% of IT professionals expressing excitement about the potential of AI-driven technologies to improve end-user computing, further believing that it makes the field an attractive career route.
However, companies will face two problems - resistance from employees and training barriers. 76% of respondents believe employees will resist deploying their IT fixes, 75% predict insufficient employee training as a major barrier, and 68% fear that these technological changes could impact their career prospects.
“The ultimate value of any technology is how well it enables people to do their jobs and how it impacts overall company productivity,” said Yassine Zaied, Chief Strategy Officer, Nexthink. “Right now, businesses are spending billions on digital transformation yet seeing mixed results at best."
"Whether it’s underperforming devices, failed adoption projects, or botched migrations, business efficiency is constantly being halted by poor digital experiences. IT is going to be the nexus for all productivity enablement moving forward, and this research shows that IT workers are already looking to make that transition. The only question is whether executives will provide the resources investment needed to support them in this journey,” Zaied added.
You might also likeGoogle has revealed a new report outlining the most common techniques threat actors are using against victims, highlighting a practice known as ‘Cloaking’ as a way to deceive users into disclosing sensitive information.
The technique uses tools called ‘cloakers’ to show different content to different users based on identifying information such as IP addresses. Often, cloaking will involve showing one version of a landing page or website to search engines and bots, and another version to real human users.
“Cloaking is specifically designed to prevent moderation systems and teams from reviewing policy-violating content which enables them to deploy the scam directly to users”, Laurie Richardson, Vice President, Trust & Safety at Google wrote in the report.
Scareware and malwareCloaking does have some legitimate uses, such as for advertisers who want to prevent their pages from being scraped by bots, or who want to hide their strategies from competitors. However, Google has observed scammers using cloaking tools to redirect users who click an ad to scareware sites.
This then tricks users into believing their device is infected with malware, or that their account has been blocked due to unauthorized activity - which tricks them into a false ‘customer support’ site, to which they reveal sensitive information.
“The landing pages often mimic well-known sites and create a sense of urgency to manipulate users into purchasing counterfeit products or unrealistic products.” Google says.
Other techniques outlined were the exploitation of major events. Scammers take advantage of significant events such as elections, sports fixtures, or humanitarian disasters. The well established technique is being bolstered by AI tools, which are able to quickly respond to breaking news and advertise false products and services.
Elsewhere, Google also flagged fake charity scams, which aim to defraud people looking to donate to relief efforts and set up appeals to seem legitimate, with AI tools being used to produce huge amounts of content to overwhelm users to deceive them into clicking malicious links.
"Preventing user harm from malicious scams requires effective cooperation across the online ecosystem," Richardson concluded. "Bad actors are constantly evolving their tactics and techniques...we’re sharpening our detection and enforcement techniques to meet these threats, enhancing our proactive capabilities, and ensuring we have robust and fair policies in place to protect people."
You might also likeFull spoilers follow for Arcane season 2's first six episodes.
Ever since Arcane made its Netflix debut in November 2021, League of Legends (LoL) fans have fiercely debated whether what happens in the animated series is considered canon in Riot Games' hugely popular videogame franchise.
Three years on from the emergence of those online discussions, we have a definitive answer: yes, but only kind of. That's the verdict of the hit show's creators Christian Linke and Alex Yee who, in an exclusive TechRadar interview that took place before Arcane season 2's initial launch on November 9, they admitted that Arcane is officially rewriting elements of League's history.
However, the pair also stated they aren't concerning themselves with the definition of what's canon or not. Instead, Linke and Yee chose to describe the alterations to LoL's mythology as what "should be considered to be the truth" at this point in time.
Isha (right) is one of many new characters that Arcane has introduced to the LoL universe (Image credit: Netflix/Riot Games/Fortiche Production)The duo's comments come as act 2, comprising episodes 4 through 6 of Arcane's second and final season, makes some massive changes to the canonicity of LoL, such as the revelation that the monstrous, wolf-like LoL champion known as Warwick was created by Singed using Vander's corpse.
Another notable admission is the reveal of Vi and Powder's mom Felicia, her ties to Vander and Silco, and how she was a key driver in the latter pair's determination to create the undercity state of Zaun to ensure it's governed independently of its aristocratic neighbor Piltover. Then there's everything surrounding the 'will they won't they' pairing affectionately dubbed 'CaitVi' by Arcane's fanbase and that huge season 2 moment involving Caitlyn and Vi that we waited years for.
By far the biggest lore alternation, though, concerns the aforementioned alchemist known only as Singed. Season 2 episode 5, titled 'Blisters and Bedrock', confirms a long-standing fan theory that Singed is not only the scientist/inventor formerly known as Doctor Corin Reveck, but also the father of another LoL champion called Orianna, aka The Lady of Clockwork. For those interested in learning more about these changes, my Arcane season 2 act 2 ending explained piece provides more information.
Felicia, the mom of Vi and Powder/Jinx, was revealed in season 2 episode 5 (Image credit: Netflix/Riot Games/Fortiche Production)This isn't the first time Arcane, one of the best Netflix shows, has reshaped what LoL fans thought they knew about the mythos surrounding Riot's most popular game. Arcane's first season made subtle changes to the way Jayce and Viktor's friendship is depicted in LoL, revised Vi and Jinx's backstories to make them blood relatives, and introduced new champions like Ambessa and Mel who weren't part of LoL history prior to their appearances in the show. Netflix's animated adaptation of Riot's biggest game, then, hasn't been shy about modifying its established lore.
Despite these changes, Linke and Yee are unmoved about the prospect of potential fan backlash over what was previously accepted as League canon. Yes, they still hope these tweaks "feel true" to fan expectations for these characters and Runeterra – the world Arcane and LoL are set on – but they're not worried about the complexities associated with what's canon and what isn't.
We want to tell stories that feel true to the expectations of fans
Alex Yee, Arcane co-creator"We want to tell stories that feel true to the expectations of fans," Yee replied when I asked if Arcane's events are now considered canon in LoL. "This question of canon – to me, it's like 'what is canon [as a definition] but the thing we say it is for now'? So, I guess I'm not necessarily troubling myself with it too much."
"We set out to tell the stories of these characters," Linke added. "I mean, it should be considered to be the truth. That's the most important thing."
There you have it, folks. Arcane is officially reworking what we knew about LoL, but it's not defined in the traditionally canonical sense if that makes, well, sense. Anyway, as we prepare for the arrival of Arcane season 2's final batch of episodes, read more from my chat with Linke and Yee, plus my wider season 2 coverage, below.
You might also likeEureka is a company that I just recently became familiar with. I'm checking out this chair, a desk, and another chair. I also had the opportunity to check out a bookshelf and other gear. So far, even at first glance and my first introduction to this company, they are a premium company in price and quality.
The Eureka Serene-OW (off-white) is a high-end executive office chair in the Eureka lineup. It has a unique design that stands out and attracts attention, unlike any of the best office chairs I have tested— and I've tested many. This chair has an impressive look that you might expect to see in a dramatic action movie, possibly in the office of a main character. The Serene is designed for professionals who seek both luxury and support during long hours of use. Additionally, it features genuine Napa leather and advanced ergonomic adjustments for optimal comfort.
Eureka Serene: Price and AvailabilityThe Eureka Serene-OW is currently priced at $869.99 on sale, and the standard price is $1,199.99. This chair is primarily available on Eureka Ergonomic's website, with varying delivery times and available stock depending on your region.
(Image credit: Collin Probst // Future) Eureka Serene: Unboxing and First ImpressionsSomehow, even the unboxing process for this chair oozed premium. The packaging was done very well; there were protective inserts and padding. And covers that helped make sure things didn't get scratched. Within the box, some sections include the chair components, instruction manual, and tools for assembly.
I was mesmerized by the cool green colorway when I took the covering off the main chair section. I'm not even a massive fan of green, but this green is the kind of green that feels more like nature and not an artificial green, though it's artificial as it's on a Napa leather chair. Regardless, the point is that this chair is striking when you first see it. It's fascinating and elegant.
(Image credit: Collin Probst // Future) Eureka Serene: Design and Build QualityNot only is this chair bougie looking in design, but I could tell from the first time I touched the chair that legit, premium materials were being used. That said, the frame is sturdy and even rated for 350 lbs, which is wild, but it shows the quality of these materials.
The chair features a modern and professional aesthetic with chrome plated accents and that beautiful green accent color. The seat is made from a high-density molded foam cushion that will provide lasting comfort. Lastly, the base is solid, metal, and has smooth-rolling casters.
(Image credit: Collin Probst // Future) Eureka Serene: In use SpecsMaterial: Genuine Napa leather
Weight capacity: 350 lbs
Adjustability: Seat height, lumbar support, tilt tension
Dimensions: 25” x 27” x 48” (adjustable height)
My team and I have rotated this chair to spend time with it since it is unique. So far, we all agree that it is exceptionally comfortable, even for those who sit at their desks working an entire day without getting up except out of necessity. The lumbar support minimizes back strain that we occasionally feel in other chairs, even other ergonomic chairs. And, unlike other ergonomic chairs, this chair feels solid and like you are surrounded, but not in a way that leads to claustrophobia, but rather in a way that makes you feel secure and like the chair isn't going to fall apart or break in any way. The Serene features easy height and tilt adjustments, but that's about it when it comes to customization.
I should have realized I was going to miss having adjustable armrests. The Eureka Serene has no adjustments available for the armrests -- they stay put. Granted, they are lovely armrests, comfortable, and even in the right spot about 85% of the time. Still, for those odd 15% times, I miss not being able to make a quick adjustment of the chair arms to reach the maximum comfort for whatever task I am working on or position I am in at that time.
(Image credit: Collin Probst // Future) (Image credit: Collin Probst // Future) Eureka Serene: Final verdictThe Eureka Serene is a standout choice for executives and professionals who value luxury and ergonomics for their office space. Eureka's Serene combines high-end materials with thoughtful design for optimal comfort and looks. If you are in the market for a high-value chair or if you simply want to
For more office furniture essentials, we tested the best standing desks and the best office desks.
The kitten, which was found in Russia's northeastern Sakha Republic, still had fur and whiskers when it was discovered.
(Image credit: Lopatin et al. Scientific Reports)
The leaders agreed that humans should control decisions to use nuclear weapons — not AI. And they talked about the importance of stability during the transition to a new U.S. administration.
(Image credit: Leah Millis)
Quordle was one of the original Wordle alternatives and is still going strong now more than 1,000 games later. It offers a genuine challenge, though, so read on if you need some Quordle hints today – or scroll down further for the answers.
Enjoy playing word games? You can also check out my Wordle today, NYT Connections today and NYT Strands today pages for hints and answers for those puzzles.
SPOILER WARNING: Information about Quordle today is below, so don't read on if you don't want to know the answers.
Quordle today (game #1028) - hint #1 - Vowels How many different vowels are in Quordle today?• The number of different vowels in Quordle today is 4*.
* Note that by vowel we mean the five standard vowels (A, E, I, O, U), not Y (which is sometimes counted as a vowel too).
Quordle today (game #1028) - hint #2 - repeated letters Do any of today's Quordle answers contain repeated letters?• The number of Quordle answers containing a repeated letter today is 1.
Quordle today (game #1028) - hint #3 - uncommon letters Do the letters Q, Z, X or J appear in Quordle today?• No. None of Q, Z, X or J appear among today's Quordle answers.
Quordle today (game #1028) - hint #4 - starting letters (1) Do any of today's Quordle puzzles start with the same letter?• The number of today's Quordle answers starting with the same letter is 2.
If you just want to know the answers at this stage, simply scroll down. If you're not ready yet then here's one more clue to make things a lot easier:
Quordle today (game #1028) - hint #5 - starting letters (2) What letters do today's Quordle answers start with?• S
• B
• S
• U
Right, the answers are below, so DO NOT SCROLL ANY FURTHER IF YOU DON'T WANT TO SEE THEM.
Quordle today (game #1028) - the answers (Image credit: Merriam-Webster)The answers to today's Quordle, game #1028, are…
I very nearly lost my streak today, taking far longer than I should have done to solve STATE – which is a difficult word, admittedly – then needing to solve the remaining three with only one guess for each.
STATE is a bit of a monster for me when it appears. My three set start words give me the STA-E pattern, but the answer could still be STAGE, STAKE, STAVE or STATE. What I really need is a word that rules out three of those in one go, but I haven't yet worked out what that could be. The best I have is something like GIVEN, which rules out two. When that happens I inevitably leave myself needing at least one more and possibly two more attempts to solve it. I'd better put in some more time to think of a better narrowing-down word.
How did you do today? Send me an email and let me know.
Daily Sequence today (game #1028) - the answers (Image credit: Merriam-Webster)The answers to today's Quordle Daily Sequence, game #1028, are…
Good morning! Let's play Connections, the NYT's clever word game that challenges you to group answers in various categories. It can be tough, so read on if you need clues.
What should you do once you've finished? Why, play some more word games of course. I've also got daily Wordle hints and answers, Strands hints and answers and Quordle hints and answers articles if you need help for those too.
SPOILER WARNING: Information about NYT Connections today is below, so don't read on if you don't want to know the answers.
NYT Connections today (game #525) - today's words (Image credit: New York Times)Today's NYT Connections words are…
What are some clues for today's NYT Connections groups?
Need more clues?
We're firmly in spoiler territory now, but read on if you want to know what the four theme answers are for today's NYT Connections puzzles…
NYT Connections today (game #525) - hint #2 - group answersWhat are the answers for today's NYT Connections groups?
Right, the answers are below, so DO NOT SCROLL ANY FURTHER IF YOU DON'T WANT TO SEE THEM.
NYT Connections today (game #525) - the answers (Image credit: New York Times)The answers to today's Connections, game #525, are…
This was a tough one. I started off well enough, with yellow (ALLIANCE) not causing me any problems. But after that I got stuck.
I could see several possible directions – for instance SLEEK and SLINKY, or CLINGY and POSSESSIVE, or indeed POSSESSIVE and CONTRACTION and QUOTATION – but no complete group. I tried a couple of wild guesses and got them wrong both times, then returned to the last of those possibles; POSSESSIVE, CONTRACTION and QUOTATION are all grammar terms, so what could the third be? And then it dawned on me – they weren't terms as such, they were all examples of WHAT AN APOSTROPHE MIGHT INDICATE, with FOOT the fourth.
That gave me purple, with two guesses remaining. My best lead was on PROPOSAL, PRAYER and APOLOGY, which I figured were all examples of something you might offer up – but I didn't know what the fourth was. So I looked at the other words and realized that CLINGY, SLEEK, SLINKY and SNUG were all examples of things that were CLOSE-FITTING; I really should have got that sooner.
That left blue by default, where the answer was apparently OCCASIONS WHEN ONE MIGHT KNEEL, with DUBBING being the fourth. And I have no idea whatsoever about why, because I don't know of any context that fits. If you can enlighten me, please do!
How did you do today? Send me an email and let me know.
Yesterday's NYT Connections answers (Saturday, 16 November, game #524)NYT Connections is one of several increasingly popular word games made by the New York Times. It challenges you to find groups of four items that share something in common, and each group has a different difficulty level: green is easy, yellow a little harder, blue often quite tough and purple usually very difficult.
On the plus side, you don't technically need to solve the final one, as you'll be able to answer that one by a process of elimination. What's more, you can make up to four mistakes, which gives you a little bit of breathing room.
It's a little more involved than something like Wordle, however, and there are plenty of opportunities for the game to trip you up with tricks. For instance, watch out for homophones and other word games that could disguise the answers.
It's playable for free via the NYT Games site on desktop or mobile.
Strands is the NYT's latest word game after the likes of Wordle, Spelling Bee and Connections – and it's great fun. It can be difficult, though, so read on for my Strands hints.
Want more word-based fun? Then check out my Wordle today, NYT Connections today and Quordle today pages for hints and answers for those games.
SPOILER WARNING: Information about NYT Strands today is below, so don't read on if you don't want to know the answers.
NYT Strands today (game #259) - hint #1 - today's theme What is the theme of today's NYT Strands?• Today's NYT Strands theme is… Would you look at that?
NYT Strands today (game #259) - hint #2 - clue wordsPlay any of these words to unlock the in-game hints system.
• Sightseeing favorites
NYT Strands today (game #259) - hint #4 - spangram position What are two sides of the board that today's spangram touches?First: right, 3rd row
Last: left, 3rd row
Right, the answers are below, so DO NOT SCROLL ANY FURTHER IF YOU DON'T WANT TO SEE THEM.
NYT Strands today (game #259) - the answers (Image credit: New York Times)The answers to today's Strands, game #259, are…
Cameras at the ready? Then off you go in search of LANDMARKS. These days you'll need to take a selfie in front of them, thus proving to the world that you were there, because that's the important thing, right? And do make sure you share it with everyone too, rather than enjoying the CASTLE, PALACE or MONUMENT for its own aesthetic value.
I'm not sure why this Strands triggered me to this extent – probably I'm just grumpy this morning – but I have no such problems with the puzzle itself, which is just fine. Not very difficult, admittedly, once I'd got started. But that was itself a simple task, given that TOWER sat prominently on the left side of the grid. An easy day.
How did you do today? Send me an email and let me know.
Yesterday's NYT Strands answers (Saturday, 16 November, game #258)Strands is the NYT's new word game, following Wordle and Connections. It's now out of beta so is a fully fledged member of the NYT's games stable and can be played on the NYT Games site on desktop or mobile.
I've got a full guide to how to play NYT Strands, complete with tips for solving it, so check that out if you're struggling to beat it each day.
Trump announced Chris Wright, the CEO of oil and natural gas fracking services company Liberty Energy, as his pick for energy secretary.
(Image credit: Alastair Pike)
AMD’s latest Ryzen 7 9800X3D processor has impressed tech reviewers across the board, with media outlets highlighting its adeptness in handling productivity and creative workloads, as well as gaming.
Price at $480, the Ryzen 7 9800X3D offers eight Zen 5 cores, 16 threads, and an expanded 96MB L3 cache. Its design achieves better thermal handling by placing the cache beneath the compute die, allowing for higher sustained clock speeds. This approach not only keeps the processor cooler but also optimizes data flow, making it more efficient for multi-threaded applications.
Notebookcheck noted the processor’s increased IPC performance makes it, “a good basis for creative tasks,” adding, “Compared to its predecessor, the AMD Ryzen 7 9800X3D delivers up to 25 percent more performance depending on the scenario - without an increase in its power consumption.”
Full overclocking supportIn its review, TechPowerUp said, “While general application performance isn't the main focus of the 9800X3D, it's still something that's important to test. Many creators don't just game, but they also run compute-intensive applications, which was a bit of a weakness of the X3D family, because Intel's Raptor Lake offered better application performance and close-enough gaming perf. With the 9800X3D, AMD has successfully addressed that. The 9800X3D is 18% faster than its predecessor, which is a significant improvement. In some applications, the gains are even more substantial.”
The reviewer added, “In certain compute-heavy tasks, we're seeing improvements of 25 to 30% - very impressive. Compared to the 9700X, the 9800X3D is 6% faster, and it's just 12% behind the 9900X.”
Tom’s Hardware sounded a note of caution, however, saying, “The Core i9-14900K is a closer competitor for the 9800X3D due to its lower $440 price tag, and it does provide better performance in productivity workloads at its price point than the 9800X3D, beating it by 41% and 10% in multi- and single-threaded workloads, respectively. If you’re more interested in productivity work in this price range, the 14900K is a solid contender, albeit one that typically draws more power (except at idle).”
The Ryzen 7 9800X3D provides full overclocking support, with AMD’s Precision Boost Overdrive feature offering an accessible route to extract even more performance.
Users can fine-tune core and memory speeds, maximizing the CPU’s potential for both gaming and creative work. This flexibility in performance tuning fits well with AMD’s strategy of offering processors that suit a range of demanding tasks.
Tom’s Hardware concluded its glowing review with a nod to the processor’s versatility, saying, “The Ryzen 7 9800X3D is the fastest gaming chip on the market by a large margin, easily beating Intel's competing processors. AMD has significantly improved performance in productivity workloads, too, helping to eliminate some of the trade-offs of selecting a gaming-optimized X3D chip.”
You might also likeThe word "squaw" was declared derogatory by the Department of Interior in 2021. Since then, hundreds of geographic features have been renamed with input from local tribes and Indigenous communities.
(Image credit: Max Whittaker)