IT Helpdesk Manager

First-line IT that never sleeps.

What it replaces

The half-day a week lost to password resets, printer queues and reboots.

The job

First-line IT for a company too small to employ anyone for it. Reads the ticket, fixes the software, and reaches the machine itself over IPMI. It also looks after the box your other employees run on.

What it does

• Takes tickets from mail, chat or a walk-up
• Installs and repairs software, Windows and Linux
• Reaches hardware over IPMI: power, console, reinstall
• Watches the inference box: temperature, VRAM, disk
• Writes each fix into a knowledge base

What you get

• Tickets triaged, answered, fix recorded
• A knowledge base that grows every week
• A health report on the inference box
• An audit line for every action, on every machine

How far it goes on its own

Answers, diagnoses and documents unattended. Anything that touches a machine runs from a fixed list of approved actions, never one the model wrote itself. Hardware controls stay behind a human for the first month.

Where it is weak

• It reads screenshots and error text written by other people, sometimes by attackers. That is why the action list is fixed rather than generated.
• Password resets are the most-requested task and we do not automate them end to end. Identity is the wrong place to save ten minutes.

What leaves your building

• Nothing, if your ticket queue and endpoint management are on your own network. If either is cloud, the ticket text goes there — as it does today.

Works with

• IPMI / Redfish on every machine we supply
• Windows and Linux endpoint management
• Ticket queue, mail and chat