Employee retention in the IT industry remains a significant challenge, particularly in the IT support and service desk sector, where high turnover rates create major concerns for businesses. However, with the rise of AI-powered solutions like ServiceHive, companies now have an opportunity to mitigate the impact of frequent staff changes while enhancing service efficiency. This blog explores salary benchmarks, attrition trends, and how AI is reshaping the IT support landscape.
Check out the research below
Market Salaries for 1st Line Helpdesk Roles
We have analysed the latest salary trends in the UK IT support sector, specifically for 1st Line Service Desk Engineers, compiling key insights sourced from top recruitment platforms such as Totaljobs, Indeed, and CW Jobs, revealing the following salary ranges for 2025:
· Junior: £20,000 - £30,000
Mid-Level: £30,000 - £40,000
Senior: £40,000 - £45,000
Lead: £45,000 - £50,000
Management: £50,000 - £80,000+
These salary figures, benchmarked by Connexa IT Recruitment in their 2024 annual review, provide valuable insight for employers looking to remain competitive in attracting and retaining top talent.
Understanding Attrition Rates in the UK
The UK’s overall staff turnover rate in 2024 was 16%, according to the Chartered Institute of Personnel and Development (CIPD). While this rate is considered more stable than the highs of 18% seen in early 2022, the tech industry continues to experience above-average turnover rates.
Employee Turnover in the Tech Industry
Employee turnover in the tech sector is among the highest across all industries. Research shows:
The general tech industry turnover rate is estimated at 13.2%, with some reports suggesting figures as high as 18.3%.
The technical service and IT support industry faces an even greater challenge, with an average annual turnover rate nearing 40%.
Using AI as a Knowledge Retention Tool
While high turnover rates in IT support might seem like a challenge, AI-driven solutions are turning this into an opportunity. AI-powered knowledge management systems ensure that critical expertise is retained and easily accessible, reducing the impact of staff departures. Instead of valuable knowledge leaving with employees, AI-enabled systems store best practices, solutions, and troubleshooting steps, making them available for both new and experienced staff.
With AI acting as a supportive backup rather than a replacement for human employees, businesses can maintain continuity and efficiency even with frequent team changes. This allows IT service desks to remain agile, adaptable, and focused on improving customer experience rather than struggling with knowledge gaps.
How AI Can Support your IT Team
AI is not replacing service desk staff, it is enhancing their roles by handling repetitive and time-consuming tasks. By automating routine enquiries, password resets, and basic troubleshooting, AI frees up IT support professionals to focus on more complex, high-value issues that require critical thinking and human expertise. This shift not only improves efficiency but also enhances job satisfaction, as employees can dedicate their time to strategic problem-solving and career growth.
By leveraging AI-driven knowledge management alongside employee retention strategies, companies can create a more resilient, efficient, and adaptive service desk environment. Rather than being a disruption, staff changes become manageable transitions. Instead of viewing AI as a threat, organisations should embrace it as a powerful tool that supports and elevates their workforce.
Find out how ServiceHive can complement your IT Team, book a demo here.
