Password resets, new users and licence changes fill a service desk queue. The agent sorts every ticket, fixes the standard ones safely and hands engineers a clear summary for the rest.
Linbetta can help you implement this(A) The problem
Engineers spend much of the day on repetitive tickets that follow the same steps every time, while complex issues wait in the queue and SLAs come under pressure.
(B) How the agent works
The agent prepares. A person decides. Nothing important happens without your team.
- Agent
Agent reads each new ticket and classifies it
- Agent
Agent checks the customer's contract, SLA and monitoring alerts
- Agent
Agent runs standard fixes under your rules, such as password resets, user set up and licence changes
- A person decides
An engineer approves anything outside the standard fixes
- Agent
Agent updates the ticket, informs the customer and escalates with a summary
(C) What it could save
3,000 tickets a month, 12 minutes saved on each, frees about 600 hours a month.
That is about £18,000 a month, or £216,000 a year, at £30 an hour. Try your own numbers:
Illustrative figures. We agree real ones with you at the start, based on your own volumes.
(D) Service Desk Agent questions
What does the Service Desk Agent do?
Triages every ticket and resolves the routine ones under your rules. Password resets, new users and licence changes fill a service desk queue. The agent sorts every ticket, fixes the standard ones safely and hands engineers a clear summary for the rest.
How does the Service Desk Agent work?
It follows five steps: 1. Agent reads each new ticket and classifies it 2. Agent checks the customer's contract, SLA and monitoring alerts 3. Agent runs standard fixes under your rules, such as password resets, user set up and licence changes 4. An engineer approves anything outside the standard fixes 5. Agent updates the ticket, informs the customer and escalates with a summary An engineer approves anything outside the standard fixes is the step where a person decides.
Does the Service Desk Agent replace staff?
No. The agent handles the checking, matching and chasing (agent reads each new ticket and classifies it, for example), and a person makes the decision at the key step: an engineer approves anything outside the standard fixes. Your team spends less time on admin and more on the cases that need judgement.
How much could the Service Desk Agent save?
As an illustration, 3,000 tickets a month with 12 minutes saved on each frees about 600 hours a month, worth about £18,000 a month or £216,000 a year at £30 an hour. Real figures are agreed with you at the start.
Which systems does it connect to?
It connects to the systems you already use, typically Service desk tools, Microsoft Entra ID, Monitoring, Microsoft 365. Linbetta builds it with a specialist Microsoft build team.
How do we get started?
Book a free 30 minute discovery call on linbetta.com. We then run a short proof of concept on one process, with success measures agreed up front, before rolling out.
(E) Next step
Linbetta can help you implement this.
Book a 30 minute call. We will walk through how the service desk agent would work with your systems and agree a short proof of concept.