AI-Enhanced IT Helpdesk

The AI-Enhanced IT Helpdesk gives students, faculty, and staff a fast first line of support for the high-volume, wide-variety questions that flood campus IT during term start and deadline crunches. It confirms the actual symptom before prescribing a fix, walks novice users through one step at a time, and hands off anything security-sensitive or restricted to human staff with a clean ticket summary. It never asks for passwords, MFA codes, or other secrets.

• Diagnoses common issues like login failures, MFA lockouts, Wi-Fi, and email/calendar setup with step-by-step guidance matched to the user's skill level
• Routes password resets, account unlocks, and other restricted actions to official self-service tools rather than attempting them directly
• Escalates security-sensitive incidents (phishing, suspected compromise) immediately with a structured ticket summary for the security team
• Sets clear expectations about what happens next, including which human team will follow up and roughly when
• Reads pasted screenshots of error dialogs and settings screens to speed up diagnosis