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Surely this isn't a serious article?
"bog standard engineering and desktop support...............is a diminishing service" and "it breaks down less and people swap it out more often". People may swap their personal equipment more often, in business they swap it when the business says they can. I currently work for a company with a 3 year refresh cycle - and that's probably the shortest I've seen, most try to keep it running for a lot longer than that. Plus, people may have learnt how to do more things in their applications (the familiar ones like word at least), try getting them to change their display settings, troubleshoot a network connection, or update a driver without help and that's a different story. My main experience is in support (desktop and windows servers) and I've been seeing these stories about how we're all about to become obsolete for years now, funny how I never seem to have any issues finding another job when I want one, usually on more money than the old position. Sounds very much like I'm about to become obsolete doesn't it.