AI for IT Help Desk

Nine short lessons on the reading and writing around IT support, with an assistant doing the drafting: the four questions to ask before anyone fixes a vague ticket, an error or log read in plain words once passwords, keys and names are stripped out, steps a colleague can follow with one action each and a place to stop, an article from a solved ticket that says what it applies to, an escalation note that says what you changed, an outage note with the next update and no guessed fix time, joiner and leaver checklists with the approval on the ticket first, the reply to a phishing report that thanks and routes it without a verdict, and a weekly look back with one card for the whole desk.