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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
Testimonials Quote Icon
75%

Reduction in process TAT

55%

Reduction in FTEs

1700

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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