GlobalTech Automates IT Helpdesk Operations, Freeing Up 3,000 Annual Hours

Understanding the Problem

GlobalTech's IT helpdesk handled more than 1,500 requests a month across 14 offices. Most were routine: password resets, access requests, software installs and status questions. Each one still needed a person to read it, look up the right system and reply, so simple requests waited behind complex ones and the queue grew every Monday morning. Agents spent their days on copy-and-paste work, and the team had little time left for the projects that actually improved the company's infrastructure.

The Solution

GlobalTech connected Accrue to its ticketing system, identity provider and asset inventory. AI agents now read each new request, check it against the company's policies and complete routine actions directly, from resetting credentials to granting approved access. Anything unusual is routed to the right specialist with the relevant history attached. Every automated step is logged, and changes to permissions still require a person to approve them.

The Results

Within four months, 70% of routine tickets were resolved without manual work and first response time fell from hours to minutes. The team reclaimed about 3,000 hours a year, which it now spends on security and infrastructure projects.