Is your IT infrastructure showing its age? Here’s how AI + people can help

According to Gallup, employee engagement just hit a 10-year low. Only 31% of employees reported being engaged in 2024 — a number we haven’t seen since 2014. Worse? Seventeen percent say they’re actively disengaged.

There are a lot of reasons for that drop, but here’s one that doesn’t get talked about enough: aging IT infrastructure.

When employees can’t get into their tools, wait days for IT to respond, or spend half their morning troubleshooting before they’ve even had coffee — it takes a toll. Not just on productivity, but on morale.

In this post, we’ll dig into how outdated IT systems quietly slow your business down, how to spot the warning signs, and why combining AI automation with human support is the key to IT modernization that doesn’t break the bank — or your team.

Poor IT infrastructure: A silent productivity killer

A strong IT help desk system can be a game-changer. When it works, employees feel supported. When it doesn’t? It’s like trying to sprint through molasses.

We’ve all seen it: a simple access request turns into three days of Slack pings, emails, and back-and-forth approvals. Or the team’s stuck waiting for Zoom updates or Jira permissions while a project sits idle.

The reality is, IT infrastructure doesn’t have to be the source of burnout — but when it’s underpowered or outdated, it makes everything harder.

Fixify flips the script. By combining AI automation with a human-in-the-loop approach, we eliminate the friction that drags down productivity and quietly fuels disengagement.

Signs your IT infrastructure is slowing you down

While IT might not be the only reason your team feels stuck, when it’s failing, it amplifies every other problem.

Here are a few red flags that your IT operations are slowing you down and might be due for an upgrade:

• Recurring help desk tickets that all trace back to the same root causes — like VPN issues, app access delays, or password resets.
• Legacy systems that can’t support the new apps your teams need (or want) to do their jobs (hello, modern marketing stack).
• Low employee net promoter scores (NPS) and direct complaints about slow or unhelpful IT support.
• A rise in “shadow IT” — when teams bypass official channels and start buying their own tools without telling IT. This creates data silos and potential security risks and.
• A growing backlog of tickets that your team just can’t keep up with.

Our latest IT help desk benchmark report backs this up: the average org now uses 152 SaaS apps, and about half of all help desk tickets are tied to them. Ideally, you’d have one IT person for every 100 employees — but when IT infrastructure is piling up, that ratio can go pear shaped.

The issue isn’t always old tech. Sometimes it’s just too much tech, not enough support.

AI and people: The future of IT management

Let’s get one thing straight: AI alone won’t save your IT help desk.

But pair smart automation with real human expertise? That’s where the magic happens.

At Fixify, we believe the future of IT service management is hybrid — letting AI handle the repetitive, predictable stuff while your people focus on the work that truly needs a human brain (and the judgement that goes with it).

Here’s how it works. AI handles the noise: Think password resets, MFA hiccups, or that one employee who always forgets how to connect to the printer. Fixify resolves 75% of these Tier 1 and Tier 2 tickets automatically. People step in where it matters: Our analysts handle edge cases, trickier requests, and moments that require judgment, empathy, or escalation.

One of the benefits of incorporating AI is that the system gets smarter over time: Every resolved ticket becomes a data point that helps Fixify learn, optimize, and adapt to your environment.

You get breathing room: Your IT team can finally focus on big-impact work — like security upgrades, onboarding improvements, and infrastructure planning.

With this model, you're not just putting out fires. You're fireproofing the whole operation.

IT modernization without the growing pains

You don’t need to rip and replace your tech stack to modernize. With Fixify, you can upgrade your aging IT infrastructure without the typical scalability challenges that come with sweeping change.

We plug into your existing tools — Jira, HappyFox, Freshservice, ServiceNow, Okta, you name it — and make them work harder. No drama. No downtime.

Fixify doesn’t just make IT feel better. It delivers measurable benefits. Here are a few:

• A 5x boost in capacity: one IT pro can support up to 500 employees with Fixify’s automation, compared to the industry-standard 1:100 ratio.
• ¼ the cost of traditional support models: fewer manual tasks means leaner teams, without sacrificing service quality.
• Scale as fast as you grow: Whether you’re onboarding 10 new hires or rolling out a new HRIS system, Fixify can handle the load. Performing a user audit? Rolling out new tablets to field service agents? Fixify can handle the spikes and adapt as your tools, teams, and tech evolve.

And with our recent $25M Series A investment, we’re constantly rolling out new ways to boost IT efficiency and improve the employee experience.

Upgrade without overhauling — with Fixify

Too many companies treat IT as an afterthought — until something breaks. But now, as companies invest heavily in ITSM, they’re starting to rethink things. IT support isn’t just a cost center. When done right, it’s a force multiplier for your whole company.

Fixify makes it easy to:

• Spot and fix the inefficiencies hiding in your IT stack
• Automate the work that slows your team down
• Scale your help desk without adding headcount
• Keep your employees engaged, supported, and productive

Ready to bring your IT infrastructure into the modern age — without the mess?

Book a demo and see how Fixify’s blend of smart AI and real human support helps keep your team engaged, your IT humming, and your business moving forward — without the usual IT infrastructure headaches.