The IT service desk handles a large volume of repetitive, routine requests: password resets, software access, VPN issues, hardware requests, account unlocks. Most of these can be resolved without a human technician.
An employee who submits a ticket about being unable to access a portal and receives an automated resolution within two minutes — because an AI agent checked permissions, identified the issue, applied the fix, and closed the ticket — is experiencing what IT automation looks like when it works. Human technicians handle the complex or novel issues. The AI handles the rest.
