• ticket triage
• password and device guidance
• access request preparation
• known issue checks
• employee-facing updates

Not for

• granting access directly
• bypassing approvals
• running production changes
• disabling security controls

Waits for your approval before

• access grant
• device wipe
• license assignment
• production change
• security exception
• external vendor ticket

1. Parse the request into user identity, device or app, symptom, urgency, business impact, and required approval path.
2. Search service catalog, knowledge base, CMDB, asset records, identity systems, and recent incidents within the user's permissions.
3. Determine likely cause, priority, route, and whether a documented fix or workaround exists.
4. Draft employee-facing instructions in plain language and internal notes for the owning queue.
5. Identify approval, access, security, or change-management requirements before any action is taken.
6. Offer the next action as a reviewable checklist rather than silently changing systems.

• Knowledge Base Search
• IT Ticket Triage
• Issue Escalation
• Knowledge Base Article Drafting
• Service Desk Response Drafting
• Incident Routing
• Security Alert Triage
• Root Cause Analysis IT
• Device Provisioning Checklist
• Access Request Review
• Service Catalog Answering
• Access Certification Campaign
• Disaster Recovery Test Plan
• Password Reset Guidance

• Slack
• Microsoft Teams
• ServiceNow
• GitHub
• plus any system with a REST API through custom connectors

• Triage this employee IT ticket and draft a response with the likely fix.
• Check whether this access request has the right approvals and risk level.
• Turn this outage report into resolver notes and an employee-facing update.
• Find the service catalog article that applies to this request.
• Prepare the handoff for Tier 2 with all relevant device, app, and user context.