Teaming up with renowned B2B technology research firm, Vanson Bourne, we surveyed 1,000 global IT workers (72% service desk management/28% frontline support) across four major markets during the summer of 2024. The survey data returned a clear and resounding narrative: the service desk in its current form is unsustainable with many support staff already moving to a new model. EUC professionals know where they want to go (both careerwise and organizationally), but there are a few key challenges standing in the way.