Level 1 Helpdesk Agent: automating recurring IT support

AI use case: Level 1 Helpdesk agent

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This use case presents the implementation of a Level 1 Helpdesk agent integrated into Microsoft Teams, capable of automatically handling recurring IT requests.
It is intended for internal IT teams and IT managers who want to reduce support workload, speed up resolution times, and improve the user experience.

For internal IT teams and IT service providers

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The problem: recurring IT tickets that overwhelm support

60 to 70% of IT tickets concern repetitive questions:

"I forgot my password"
"I can't connect to the VPN"
"Outlook is no longer syncing"
"How do I share a file on Teams?"
"My external monitor is not detected"

These tickets overwhelm support teams, lengthen response times for higher-value incidents, and generate frustration:
users wait, technicians repeat the same explanations.

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For a company with 500 users:

Approximately 200 Level 1 tickets per month
Approximately 15 minutes per ticket (diagnosis, resolution, closure)

That's 50 hours per month spent on repetitive support tasks.

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The solution: an AI helpdesk agent available 24/7 in Teams

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The solution is based on a Teams agent accessible to all employees, available 24/7, capable of:

Answer frequently asked questions using your internal knowledge base

Perform simple actions via secure connectors:
– password reset (with identity verification)
– access rights verification
– account unlocking after lockout

Guide the user with illustrated step-by-step procedures

Escalate intelligently to a human when necessary, with the context already collected

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Example of interaction with the Helpdesk agent

User
"I can no longer open my emails on my phone."

Agent
"I'll help you. A few questions to diagnose the problem:

1. Have you changed your password recently?
2. Is the problem with Outlook or another email application?

User
"Yes, I changed my password yesterday."

Agent
"That's probably the cause. Here's the procedure:

1. On your iPhone, go to Settings > Mail > Accounts
2. Select your business account
3. Delete it and then add it again with the new password.

[See the illustrated guide]

Is the problem solved?

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How does a Level 1 Helpdesk Agent work?

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Concrete benefits measured after deployment

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• Reduction in Level 1 tickets
  40 to 50%‍
• Average resolution time
  From 4 hours to 5 minutes for automated cases
• 
  al availability24/7, compared to previous business hours
• 
  user satisfaction+30 NPS points onaverage‍

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ROI for an organization processing 200 tickets per month

50% of tickets resolved by the agent
That's 100 tickets × 15 minutes = 25 hours per month saved

Over 12 months:
,300 hours per year, or approximately 0.2 FTE

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What IT Systems brings to this AI use case

Over 15 years of IT outsourcing experience
Practical knowledge of recurring tickets, beyond theoretical cases.

Ready-to-use knowledge base
Documented procedures covering the most frequent incidents.

ITSM integration
Connect with your existing tools: GLPI, ServiceNow, Freshdesk.

Continuous improvement
Analysis of conversations to enrich the database and gradually improve the resolution rate.

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Technical requirements for deploying a Level 1 Helpdesk agent

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• Microsoft Teams
• Copilot Studio (included in Microsoft 365 Business Premium)
• Existing knowledge base (A simple SharePoint with Word documents is enough to get started)
• Optional: Connector to your ITSM tool

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Implementation period

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Phase 1 – 4 weeks
Agent FAQ on the 20 most frequently asked questions

Phase 2 – +4 weeks
Automated actions (password reset, access verification)

Phase 3 – ongoing
Enrichment based on real conversations

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→ Learn more: AI agents for businesses

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What are your 10 most frequent tickets?

Let's analyze them together to identify those that can be automated today.
Analyze my tickets

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