Who needs an IT service desk analyst anyway?

According to Gartner, IT service desks cost as a percent of IT costs rests at an 5.8% average, which the range scaling as high as 15% for some organizations. Unsurprisingly, 87% of those IT service desk costs are with personnel. This seems easy, right? IT organizations looking to reduce or optimize IT costs, should look no further than to reduce and optimize IT service desk personnel. Furthermore, with the promises of Artificial Intelligence and Machine Learning, the notion of a log-and-flog, catch-and-dispatch IT service desk seems antiquated already.

Three years from now, who will need a traditional IT Service Desk analyst?