In previous Neva blogs (Shift left: empowerment as-a-service and Shift left: empowerment as-a-service part 2 AI-driven automation), I discussed how AI-based automation accelerates the adoption and success of shift-left strategies. This post outlines the specific tasks associated with each level of IT support and discusses how AI-driven automation improves efficiencies for IT, enabling adoption of modern workplace technologies and delivery of superior service. A level 1 support agent's primary responsibility is triaging service desk tickets and providing basic support and troubleshooting. Level 1 typically relies on knowledge articles and standard fixes for common issues, such as password resets and application access. Level 1 agents must also collect information regarding the requester's location, issue type and other supporting documentation and manually enter it into incident records as part of ticket escalation processes.