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IT Support Genie
Version 1.0.0
Last updated Jan 8, 2026by
IT Support Genie is an AI agent that resolves employee IT requests end to end by answering common questions, executing actions across systems, and escalating only when needed. It reduces ticket volume, speeds resolution, and helps IT teams spend less time on manual, repetitive work.
About this Genie
IT Support Genie helps IT teams handle high-volume employee requests faster and with less effort. It deflects common questions using approved knowledge base content, executes actions across ticketing, identity, and endpoint systems, and escalates requests only when approval or human expertise is required. By completing requests fully and consistently, IT Support Genie reduces ticket volume, shortens time to resolution, and prevents repeat issues—allowing IT teams to scale support operations without adding headcount or increasing risk.
Capabilities
Handles high-volume employee IT requests faster and with less effort — deflecting common questions, executing actions, and escalating only when necessary.
- Answer common IT questions instantly using approved knowledge base content, reducing ticket volume before it starts
- Create, update, track, and close tickets across Jira, Zendesk, and Freshservice with automated status notifications
- Provision and deprovision application access with built-in manager and application owner approval workflows
- Reset passwords, unlock accounts, and manage MFA across Okta, Microsoft Entra ID, and Active Directory
- Resolve endpoint issues and remotely install software on managed devices via Intune and RMM tools
- Manage group memberships and distribution lists across Google Workspace, Okta, and Microsoft Entra ID — with full audit logging
Resolve IT requests fully and consistently, so your team spends less time on repeat issues and more time on work that matters.
