Outdated practices, cost pressures, and reactive operations hinder service desks. Support analysts are the heroes, delivering on IT’s promises by working hard and moving mountains. IT leaders need to empower the service desk to make a difference with a modern product-centric, employee-focused service desk structure that emphasizes autonomy, flexibility, proactive support, value metrics, and feedback. This report outlines the key drivers to transform from a service desk function to an employee experience enabler.