Automation of IT Help Desk Operations for a Leading Private Bank
Nividous has completely transformed our IT support operations. By automating the management of 1,500 daily emails, the platform ensures no alerts are missed, allowing us to respond promptly without human intervention. Automated priority assessment and escalation to L1/L2/L3 support have significantly improved our response times and reliability.
Director of Operation
A Leading Private Bank
Reduction in process TAT
Reduction in FTEs
Human hours saved monthly
Industry
- Banking & Finance
Processes Automated
- IT help desk operations
Automation Highlights
- Automated categorization of alerts, assignments, and notifications.
- Automated ticket creation and tracking, along with real-time updates
- Priority assessment and escalation to L1/L2/L3 support based on the urgency
Automation of IT Help Desk Operations
The customer’s IT support team faced hurdles managing 1,500 daily emails, requiring 24/7 monitoring, which led to delays and potential human error. The Nividous Platform is leveraged to automate the entire process. The Nividous Bot reads, filters, and categorizes alerts, forwards them to the right teams, and creates tickets. It also assesses the urgency of issues, escalating them to appropriate support levels (L1, L2, L3) while referencing historical data for quicker resolutions. This solution improved response times, reduced errors, and boosted operational efficiency.
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December 19th, 2024 
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