Service Desk Agent

Enhance IT Operations with Service Desk Agent powered by Microsoft Copilot Studio streamline IT support by automating routine tasks, allowing your IT team to focus on complex issues while improving user experience. Microsoft Copilot Studio is an end-to-end conversational AI platform for extending Microsoft Copilot. Here are the key capabilities:

Self-Help Troubleshooting: Guide users through step-by-step solutions for common IT issues. Incident & Ticket Management: Automate ticket creation, tracking, and resolution for faster issue handling. Password Reset & Account Management: Enable secure, self-service account recovery and credential resets. IT Assets & Equipment Requests: Simplify hardware and software requests with automated workflows. Ticketing System: enhance your Service Desk support operations and improve overall service quality. Service Desk agent is connected to a Ticketing system powered by Power Platform to consolidate reports into a single thread, ensuring all communication is logged and accessible.

Week 1: Assessment

Requirements Gathering: Understand current workflow relating to the use case of the agent. Determine knowledge source and workflow automation needed. Understand end-user behavior. Week 2: Development

Environment configuration​ Populating and authoring of agent topics ​ Develop related Power Automate workflow​ Development of Ticketing System using Power App​ Configure monitoring dashboard​ User Testing Week 3: Deployment

Deploy agent in channels. Share adoption & change management materials. Documentation & Knowledge Transfer.