How Microsolve Assist is changing frontline IT support for our clients

For most organisations we work with, “IT issues” aren’t big strategic incidents – they’re the everyday problems that stop people doing their jobs. A password that won’t work at 7am, an email issue right before a client meeting, a thin client that won’t connect at the start of a night shift. Those small moments add up to lost time, frustrated staff and pressure on your internal leaders.

For more than two decades, the Microsolve team have worked to strip friction out of these moments. We’ve invested heavily in automation and scripting to handle repetitive tasks faster and more consistently. Those tools delivered small, incremental gains – but they all shared one limitation: they didn’t understand context, and they usually needed a human to “push the button” at the right time.

Microsolve Assist is our answer to that limitation. It’s our new AI‑enhanced support capability that gives your users instant, context‑aware help 24x7, while keeping our local support and engineering teams firmly in the loop.

Our Journey - from automation to intelligent assistance

Ten years ago, our “dream” state was clear: an agent that could, at a minimum, work alongside our support team to gather all the relevant facts about a device or user from whatever tools were in play. In other words, something that could automatically pull telemetry, logs, configuration and history into a single, coherent picture before a technician even touched the ticket.

The goal was simple but powerful: reduce the “fact‑finding” latency in every ticket. Too often, the right information lives in multiple systems, or the end user is unavailable or unsure how to answer technical questions. That slows everything down, even when the underlying issue is simple.

Traditional automation platforms helped, but they lacked true understanding. They could run a script, but they couldn’t interpret what they saw, relate it to past experience, or decide what should happen next without being told - in many ways they created more work than they solved.

The introduction of modern large language models has dramatically changed that equation. For the first time, we had a way to:

• Understand context across multiple tools and data sources
• Interpret a set of rules and past outcomes
• Automatically gather and assemble the right information for a given issue

If Microsolve Assist had done nothing more than this – intelligent, context‑rich triage and information gathering – we would have considered it a major success. It meant our technicians could start work with a clear, structured picture instead of spending precious minutes pulling data from different systems or trying to reach a user who is busy elsewhere.

That baseline success gave us the confidence to go further.

What Microsolve Assist actually does

Microsolve Assist is not a chatbot or another automation engine. It’s a context‑aware assistant that lives inside our support environment, understands how your systems should look, and applies our experience in real time.

Context‑rich triage and fact‑finding

When an issue arises, Microsolve Assist can:

• Collect relevant device and user information from our monitoring, management and support tools
• Interpret that information against known patterns and your specific policies
• Present a clear, structured summary to our technicians, including likely causes and next steps

This happens in parallel with the usual support flow, so by the time our support team accept a ticket, they’re not starting from zero. They see a consolidated view of what’s happening, what’s already been checked and what anomalies have been detected - all ordered, prioritised and cross-referenced with the documented ideal state and known policies for the client.

The practical impact for you - less time lost to back‑and‑forth questioning, fewer delays because a user is unavailable, and faster movement from “something is wrong” to “here’s the fix.”

Guided self‑service where it’s safe

Extending on the strong foundation of context aware information gathering and categorisation, Microsolve Assist goes a step further.

For a defined set of common issues, and within strict security guardrails, Microsolve Assist can guide users through safe self‑service steps or carry out approved resolution actions automatically.

Examples include:

• Walking a user through proven steps to fix common email or application problems
• Initiating low‑risk remediation workflows (such as basic service restarts or cache clears) that we’ve pre‑approved
• Helping with access and authentication issues using flows that align with your security policies

In each case, the logic is the same: if the problem matches a well‑understood pattern and the fix is low‑risk, Assist can deal with it immediately, instead of waiting for a technician to be free.

24x7, experience‑based support

Because Microsolve Assist is always available, your staff can tap into this experience‑based support whenever they are working – early mornings, evenings, weekends or night shifts.

For shift‑based environments and multi‑site organisations, this is particularly powerful. The usual bottlenecks – “wait until support opens”, “try again when the user is back on shift” – start to disappear for a large class of issues.

Human expertise at the right moment

Our support resources are still absolutely central to the delivery process. The difference now is the point at which they engage.

By the time an issue reaches a Microsolve engineer, it is either:

• A unique, non‑standard problem that genuinely needs human judgement and deeper investigation, or
• A fully researched case, with context, history and attempted steps clearly laid out by Microsolve Assist

That means our people are using their expertise where it matters most – not chasing basic facts or repeating the same checks over and over.

What we’ve seen so far

When we applied Microsolve Assist to real client data over a 90‑day period, it confirmed what we’d hoped for throughout this journey.

Across the tickets we analysed, a large share of technician effort on eligible issues mapped directly to workflows that Assist can now support or fully automate. The biggest opportunities sat exactly where we expected from years of experience: email health, hardware diagnostics, software support and access/authentication recovery.

Just as importantly, we saw how much silent drag comes from poor ticket “hygiene” – missing categories, incomplete summaries and unclear client mappings. Microsolve Assist helps here too, by standardising the way tickets are summarised and classified as it triages them. That leads to better reporting, clearer SLA visibility and smoother handovers between technicians.

In short, the early data backs the story: Microsolve Assist is reclaiming meaningful time, improving data quality and helping us deliver a more responsive experience to the people who rely on us every day.

What this means for you

For business owners and exec teams:

• Less downtime and faster first response to everyday issues
• More of Microsolve’s engineering time focused on projects, improvements and complex incidents
• Cleaner data and more reliable reporting, because ticket quality improves as a by‑product of how Assist works

For your staff:

• Help that starts immediately, not only when someone is free to pick up the phone
• Guidance that reflects how your environment is actually configured, not generic internet advice
• Confidence that, when something is genuinely complex, a human will still step in – but with more context than ever before

And for both sides, it means support that feels more proactive, more consistent and more closely aligned to your business than traditional automation ever allowed.

Guardrails and Governance

From day one, we’ve treated Microsolve Assist like any other critical capability in our managed services:

• It operates within our existing security, privacy and governance framework
• Its actions are defined, approved and monitored by our team
• It respects your policies and only takes automated steps that align with them
• Everything it does is logged, auditable and visible within our service tools

You get the benefits of modern AI and automation, without asking your users to experiment with public tools or ad‑hoc scripts.

What’s next – and how to be part of it

Microsolve Assist is now being rolled out as part of our Foundation+ & Enterprise endpoint and user support offerings, including desktop support and managed thin‑client environments. We’re continuing to extend the range of scenarios it understands and the environments it can assist, always starting from the same principles:

• Context first
• Guardrails and governance
• Human expertise at the right moment

If you’d like to see what this could mean in your own environment, talk to your Microsolve Account Manager. We can analyse your recent support data to highlight where Microsolve Assist would have the most impact, and work with you on the right way to introduce it for your team.

From our side, the vision that started a decade ago is now real: an assistant that understands context, gathers the right facts, and helps us deliver faster, smarter, more human support to your organisation – every day, around the clock.

What part of this journey feels most relevant to your clients and verticals — the decade of automation work, the context‑gathering breakthrough, or the 24x7 guided self‑service — so we can tune the emphasis even more?