Advanced AI Workflow · Al-Ikhsan Sports Sdn Bhd
Intelligent IT Support
Continuous · 24/7
Service Desk Lead
4 high-priority
17 items in queue
0 policy breaches
1 AI suggestions
Service desk snapshot
AI resolves password/account/software; humans handle the rest.
| Item | Signal | Actions |
|---|---|---|
HIGH 64 open tickets · 7 breached | Avg response 12 min · avg resolve 4.2h · CSAT 4.4/5 · deflection 71% |
Live tickets — highest priority first
Each ticket shows requester, category, age vs SLA, and AI recommended action.
| Item | Signal | Actions |
|---|---|---|
HIGH #INC-8842 · POS terminal offline — Outlet 042, lane 3 AI: printer daemon crash detected on POS-042-03 · playbook restart-pos-service ready | Puan Nurul · Retail Ops · opened 08:14 · age 2h 41m · SLA breach in 19m | |
HIGH #INC-8839 · SAP FICO 'GL post failed' — Finance AI: RFC user locked after 5 failed attempts · unlock + notify Basis team | Priya Devi · Finance · opened 07:58 · age 3h · SLA breach in 5m | |
MEDIUM #SR-8837 · Password reset — Buying dept AI: self-service reset link eligible · MFA challenge required | Muhammad Hafiz · opened 09:22 · age 1h 33m · SLA 4h | |
LOW #SR-8834 · Install Adobe Acrobat Pro — Marketing AI: seat available in pool · silent-install via Intune | Chan Li Wen · opened 08:40 · age 2h 15m · SLA 8h | |
HIGH #INC-8830 · VPN drops every 8–10 min — HR Manager AI: pattern matches known FortiClient 7.2 bug · rollback to 7.0.14 recommended | Puan Salmah · opened 07:12 · age 3h 45m · SLA breach in 15m | |
MEDIUM #SR-8828 · New laptop request — Outlet 019 manager AI: current device 4y 11m · qualifies for refresh · draft PR to Procurement | Encik Zaid · opened 09:04 · age 1h 51m · SLA 24h | |
LOW #INC-8825 · Printer jam recurring — HQ Level 4 AI: fuser replacement due (3 jams in 7 days) | Facilities · opened 08:30 · age 2h 25m · SLA 8h | |
LOW #SR-8820 · Access to Power BI 'Group Sales' workspace — Store Ops AI: manager approval already on file · grant Viewer role | Encik Faizal · opened 07:44 · age 3h 15m · SLA 8h |
Top ticket categories · 30 days
| Item | Signal | Actions |
|---|---|---|
MEDIUM Password / Account AI can deflect ~62% with self-service | 186 tickets · +18% wow | |
LOW Hardware / Device AI can deflect ~48% | 124 tickets · +6% wow | |
LOW Software / Application Requires L2 attention | 98 tickets · stable | |
LOW Network / Connectivity Requires L2 attention | 64 tickets · stable | |
LOW Email / Collaboration Requires L2 attention | 58 tickets · stable | |
LOW Access / Permissions Requires L2 attention | 42 tickets · stable |
Agent load
| Item | Signal | Actions |
|---|---|---|
MEDIUM Rizal (L1) · 14 active · 3 breached | Reassign 5 to Danish (L1, 6 active) | |
LOW Farah (L2 · SAP) · 9 active · 1 breached | Overflow to Kavitha (L2, 4 active) |