Editorial
The use of AI in the workplace is undoubtedly on the rise. A recent McKinsey survey found that 65% of organizations regularly use generative artificial intelligence, a number that’s nearly doubled within the last 10 months.
AI is transforming the workplace in countless ways, from human resources and marketing to operations and manufacturing. But, like any technology-focused initiative, it all starts with IT — which means you need to ensure your team is up to the task.
AI Purpose-Built for IT
With AI purpose-built for IT, tech teams can proactively address potential disruptions, provide self-service tools for users, reduce employee frustration and enhance the help desk experience.
For example, an IT help desk that incorporates AI tools can save countless hours by automating common fixes, quickly finding the root cause of crashes and leveraging enterprise-wide data for predictive analytics. Real-time troubleshooting support helps employees resolve tech problems and eliminates costly downtime. By reducing the number of IT person-hours required for repetitive tasks, AI also allows staff to focus on complex, higher-level work that provides more value to employees and the entire organization.
AI isn’t just another fancy tech tool. It’s an ever-growing system that is changing how IT teams (and all of us) work. Accelerating AI adoption is critical, given its significant benefits, investments and cost savings. But do your IT employees have the knowledge they need to move your organization forward?
Related Article: Building the Skills to Succeed as an AI-Augmented Worker
Upskill IT to Harness the Full Potential of AI
Despite the benefits of AI in the workplace, we’re seeing a disconnect between expectations and reality.
According to one Harvard Business Review article, more than half of workers feel unprepared and that they need more training. And only 16% of chief human resource officers (CHROs) feel their workforce is ready for AI adoption.
Furthermore, LinkedIn data shows that 80% of employees want more AI training. Yet, most organizations aren’t meeting this demand despite the need to accelerate AI adoption.
The solution? Organizations must prioritize upskilling their IT teams to leverage AI.
AI training should start with IT (and L1 help desks) because they’re the bridge between technology and employees. IT is the first adopter responsible for developing tools, including AI-driven initiatives.
Specifically, IT professionals need to be well-versed in how to:
- Train AI with high-quality data
- Implement AI to identify patterns in network usage, resolve issues and ensure system-wide reliability
- Facilitate the shift from reactive, time-intensive processes to predictive, automated AI tools
- Identify and manage the enterprise-wide risks associated with AI
The Benefits of IT Upskilling
With proper training, IT professionals can help employees in every department make the most of their tech tools and harness the full benefits of AI.
Training helps counter the all-too-common response of curbing employee access to AI out of caution. With appropriate training, organizations can take a positive approach to AI, rather than a fear-based stance that can stifle innovation and curb creativity. Training also empowers employees, helping to prevent burnout and costly turnover.
That same HBR article noted that 67% of workers are more likely to believe AI could improve how their work gets done — if they feel adequately prepared to embrace it.
And don’t forget the link between training and results. The McKinsey survey found that high performers are more than twice as likely to have role-based training designed to strengthen their AI skills.
Upskilling for Early Career vs. Experienced Workers
The upskilling needs for your employees vary across their career stages — partly because of how they use AI, but also due to their experience and skills.
In a Deloitte survey, 29% of early-career employees reported a lack of AI training at work, compared to 23% of tenured employees. While this may be a reflection of the fact that more early-career workers use AI in their jobs, Deloitte noted that early-career workers tend to be more excited and optimistic about AI compared to tenured workers, since AI can free them from monotonous tasks and allow them to take on higher-level work sooner in their careers.
Employers should encourage this enthusiasm, yet recognize that early-career employees may not know how to accurately check AI results or provide effective prompts.
Senior-level employees — many of whom lead teams — require a more holistic perspective of AI’s role within an organization. While these managers may not be hands-on AI users, they still need enough fluency to guide their reports and lead new AI implementations in their units.
Regardless of career stage, it’s crucial to train employees on technical and non-technical (human) skills, such as communication and ethical reasoning, especially given Deloitte’s research, which shows that reliance on AI can lead to diminished creativity and critical thinking skills.
Related Article: How Are IT Teams Using AI?
How to Upskill IT Teams for AI
Learning about AI can be intimidating, even for IT professionals. Some companies invest in formal training programs, while others use a more organic approach that encourages employees to experiment and learn.
At KPMG, a GenAI 101 program teaches employees about AI risks and ethics and how to create effective AI prompts, among other key skills. Blended approaches may also effectively combine structured lessons with hands-on, job-specific opportunities.
As with other types of training, gamifying the lessons can help ensure they resonate. PwC, for example, quizzes employees on their AI curriculum through live trivia contests, allowing employees to earn prizes and have fun while gaining critical knowledge.
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Finally, consider making the training more digestible and relevant by focusing on the role of AI in fulfilling the organization’s purpose. Research from Gallup revealed that improving employees’ connection with an organization's mission or purpose decreases turnover and increases profitability.
Your IT team is the key to harnessing the potential of AI within your organization and promoting innovation throughout your workforce. Upskilling IT is one of the most effective ways to maximize your investment in AI and deliver positive results for years.
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