IT support as we know it today looks so vastly different from the traditional break/fix model that businesses used in the past. Several factors have contributed to this evolution: cloud environments, remote workforces, and a steadily increasing array of devices and applications. In addition, organisational leaders and users now have higher expectations when it comes to resolving tech issues. For example, system downtime should be minimised and password resets shouldn’t take more than a few hours.
Due to these changes in tech infrastructure and user demands, IT support teams are called upon to troubleshoot more complex issues, and often in real time. Delayed resolutions not only lead to lost productivity but can also be costly. Research reveals that the average cost of downtime can be as high as $9,000 per minute for large enterprises.
With so much at stake in high-pressure work environments, traditional manual processes no longer cut it. This shift signals a move toward automation, where IT support teams can scale without burning out, improve service levels and offer consistent support. In this blog post, we discuss how companies can maximise automation to streamline IT services and boost productivity.
What is IT Automation and How Does it Apply to IT Support?
IT automation refers to the use of software and systems to perform tasks with minimal human intervention. In IT support, organisations can leverage automation to streamline repetitive and time-consuming processes. This enables support teams to operate more efficiently and users receive faster, more reliable service.
IT support automation can address a wide range of tasks that are typically performed manually and are often error-prone. For example, instead of a support technician manually resetting a user password and creating new accounts or deactivating unused ones, an automated system can handle all of it. This now leaves help desk staff free to attend to more critical or complex problems.
Applications of Automation in IT Support
Some IT support functions that are commonly being automated include:
Automated Ticketing Systems
Traditionally, support tickets had to be reviewed and assigned manually. This is usually done by a help desk coordinator who would read through each request, determine its category, set a priority, and decide where to send it. This process was time-consuming, prone to delays, and dependent on human judgment.
With automated systems, ticket handling becomes far more efficient. Support requests that are submitted via email, portals, or chatbots are automatically classified based on keywords or tags, prioritised according to urgency or SLA policies, and then routed to the appropriate technician or team. The entire process goes without the need for manual triage. This streamlined approach ensures faster response times and helps maintain a more organised and responsive support operation.
Chatbots and Virtual Agents
Among the most widely-used applications of IT automation today are the use of chatbots and virtual assistants. Chatbots are usually available on internal company networks and support portals to provide round-the-clock assistance for common IT issues. They serve as helpful guides for users navigating troubleshooting steps, initiating password resets, and updating tickets.
Virtual agents also direct users to the right resources for those looking for additional information or help. Basically, chatbots handle repetitive Tier-1 inquiries and simple technical issues. In doing so, they reduce the volume of tickets that human agents have to deal with.
Self-Healing Scripts
Self-healing scripts are called such because they are automated routines designed to detect specific issues and fix them instantly—essentially “healing” systems without human intervention. For example, if a service operating in the background crashes or disk space runs low, a self-healing script might immediately restart the service or clean up temporary files and restore normal operations.
This kind of automation helps prevent minor concerns from escalating into complex problems with serious repercussions. Slow website performance for instance, could cause transaction failures and customer complaints, potentially resulting in lost sales. With automation in place, a script can proactively re-establish connections without disrupting active transactions. If configured, it can temporarily increase the connection limit to handle sudden traffic surges.
Proactive Alerts and Notifications
IT automation also extends to proactive monitoring. This means using modern monitoring tools to continuously scan systems for early warning signs such as unusual network traffic or hardware degradation. Unusual spikes in traffic may indicate potential security breaches or performance bottlenecks, while hardware degradation can signal declining reliability or impending failure of physical components.
While these concerns may have relatively simple resolutions, they can go unnoticed without timely detection. Proactive monitoring ensures that automated alerts are sent to the tech team as soon as anomalies are detected. These notifications often come with recommended actions or trigger linked remediation scripts, helping the IT team act before systems and users are affected.
Self-Service Portals
Self-service portals automate the process of providing users with information and solutions to common IT issues, allowing them to independently resolve problems or request support without waiting in line. Information is delivered through knowledge bases, FAQs, and troubleshooting guides.
Beyond serving as knowledge sources, self-service portals also guide users through tasks. For example, routine functions such as password resets, software downloads, and service requests can be automated —no human needed. Automation through self-service portals leads to faster resolution times and a more efficient use of IT support resources.
Level Up Your IT Support Services with Automation
Automation is transforming IT support into a faster, more proactive, and more efficient service. By reducing manual workloads and resolving issues before they escalate, businesses can significantly improve productivity and end-user satisfaction.
If you want to fully unlock the benefits of IT automation, consider partnering with a managed services provider. A reliable and experienced provider can assess your environment, implement tailored automation strategies, and in general, help you navigate the current IT challenges. Talk to an MSP today.