AI IT Helpdesk Agent Development

Description

Internal IT for about 1,800 staff. Our ticket data says 41% of what comes in is a password reset, a software install request, or a VPN problem, and our first-line team spends its day on those instead of the things that need them. We want an agent in Teams that resolves those three categories properly — actually triggering the reset, actually raising the install request against the right approval chain — rather than linking to a wiki page and closing the ticket. Acting on our systems means privilege, so scope it tightly: it gets exactly the permissions those three flows need and no more, and every action is logged against the requesting user. We would rather it fail and escalate than hold broad rights it rarely uses.

• Implement the three flows with real action, integrated with AD, the software catalogue and the VPN system
• Scope service-account privileges to exactly those flows, documented and reviewable
• Verify identity before any account action, including the case where the user cannot log in at all
• Log every action against the requesting user, with an admin trail
• Escalate rather than improvise when a request falls outside the three flows

• Helpdesk agent in Teams handling the three categories end to end
• Least-privilege service account with a documented permission set
• Identity verification flow including the locked-out case
• Action audit log and admin review view