Use Cases — IT

L1 Support Agent

Handles first-level IT requests autonomously: password resets, MFA setup, software access requests, VPN troubleshooting, and device configuration questions — resolving them without human intervention.

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Billing unit

Per ticket resolved

Pay only for the value delivered. No upfront cost.

The result

Common requests are resolved in under 2 minutes. L1 agents focus on complex issues. User satisfaction scores improve significantly.

The problem

What happens without this agent.

Before

L1 agents spend 70% of their time on the same 20 types of requests. Average resolution time is 4–8 hours due to queue depth. User satisfaction is low.

How it works

Step by step: how the L1 Support Agent operates.

Every action is logged, auditable, and executed inside your Microsoft 365 environment. Nothing leaves your tenant.

  1. 1

    User submits request via Teams, email, or service portal

  2. 2

    Agent classifies the request type and checks knowledge base

  3. 3

    Attempts autonomous resolution using approved playbooks

  4. 4

    Executes actions: password reset, license assignment, access grant

  5. 5

    Confirms resolution to the user and closes the ticket

  6. 6

    Escalates to human agent if resolution confidence is below threshold

Why it matters

Built for your IT Support team.

The L1 Support Agent is designed specifically for IT Support processes. It connects to your existing systems, works inside your Microsoft 365 environment, and delivers measurable results from day one.

  • Zero upfront cost

    Development is fully covered. You pay only per ticket resolved, starting from the first one the agent handles.

  • Inside your perimeter

    The agent operates entirely within your Microsoft 365 tenant. No data is shared with third-party platforms.

  • Agreed metrics, transparent pricing

    Before deployment, we agree what success looks like and how much each action costs. No surprises.

  • Production-ready in weeks

    We scope, build, and deploy in a structured sprint. Your team sees results within the first billing cycle.

Before vs. After

Without the agent

L1 agents spend 70% of their time on the same 20 types of requests. Average resolution time is 4–8 hours due to queue depth. User satisfaction is low.

With the agent

Common requests are resolved in under 2 minutes. L1 agents focus on complex issues. User satisfaction scores improve significantly.

FAQ

Common questions about the L1 Support Agent.

What does the L1 Support Agent do?
Handles first-level IT requests autonomously: password resets, MFA setup, software access requests, VPN troubleshooting, and device configuration questions — resolving them without human intervention.
What is the business impact of the L1 Support Agent?
Common requests are resolved in under 2 minutes. L1 agents focus on complex issues. User satisfaction scores improve significantly.
How is the L1 Support Agent deployed?
The L1 Support Agent is deployed directly inside your Microsoft 365 environment. It integrates with your existing tools — Teams, SharePoint, your IT Support systems — through secure MCP connectors. There is zero upfront cost: the agent is built to your specifications and you pay only per ticket resolved.
How much does the L1 Support Agent cost?
The L1 Support Agent follows theywork365's pay-per-action model: you pay only per ticket resolved, with no upfront development fee. Pricing is agreed before deployment based on your expected usage volume. This means the ROI is calculable from day one.
Related agents

Other IT Support agents you can deploy.

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