IT Operations AI Agent — Automating Helpdesk and Incident Response

The Problem

The client's IT team of six was managing a helpdesk queue of 200 to 300 tickets per week across a 500-person organisation. The majority of tickets were L1 issues: password resets, software access requests, VPN connectivity, and standard account unlocks. These were low-complexity tasks but high-frequency — consuming the majority of the team's time.

Incident response was also reactive. When production systems went down, the detection-to-alert chain involved manual monitoring checks, and the team was relying on user-reported tickets to identify outages — often learning about incidents after significant impact had already occurred.

Our Solution

We built an AI agent integrated with the client's ITSM platform, Active Directory, and infrastructure monitoring stack:

• L1 helpdesk automation:The agent handles password resets, account unlocks, access requests, software provisioning, and common troubleshooting steps autonomously — routing only complex or policy-sensitive requests to a human engineer.
• Self-service portal:Employees can request and receive common IT services through any channel, with the agent verifying identity and completing the action against Active Directory in real time.
• Incident alerting:The agent monitors infrastructure metrics, detects anomalies, and triggers the incident response workflow — paging the on-call engineer, creating the incident record, and notifying affected stakeholders before impact becomes widespread.