Service · Core Focus

AI & IT Automation

Remove repetitive work from IT operations and turn operational data into clear, live reporting, with automation that is reliable, auditable and built around your environment.

Most IT teams lose hours every week to tasks that follow the same steps every time: creating accounts, assigning licences, triaging tickets, checking systems and compiling reports. Every manual step is an opportunity for delay or error, and reports built by hand are out of date as soon as they are finished.

I design and build automation that takes that work off the service desk, from PowerShell and Microsoft Graph scripts to end-to-end workflows and AI-assisted processes. I also build custom reporting dashboards that pull data together automatically, so teams and leadership see the current state of their environment rather than last month's spreadsheet. I work with the platforms you already run, and every automation is documented, logged and built to fail safely.

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Common challenges

  • Onboarding and offboarding that depend on checklists and memory
  • Tickets waiting in a queue before anyone has read them
  • Routine Microsoft 365 administration consuming engineering time
  • Reports assembled by hand from several systems every month
  • No single, current view of service, device and security health

What's included

AI-assisted ticket triage

Classify, prioritise and route incoming requests so engineers start with context rather than an unread queue.

Custom reporting dashboards

Live dashboards that combine service desk, device, identity and Microsoft 365 data through APIs, giving teams and leadership one current view of the metrics that matter.

Joiner, mover and leaver automation

End-to-end user lifecycle workflows across the service desk, identity and Microsoft 365, covering licensing, groups and access removal.

PowerShell and Microsoft Graph scripting

Robust scripts for Microsoft 365, Entra ID, Exchange Online and Intune administration at scale, with logging and error handling.

Fleet-wide operations through RMM

Agent rollouts, configuration changes and remediation across entire estates, with failure analysis built in.

Automated checks and scheduled reports

Health checks and licence, security and compliance reports generated and delivered on schedule instead of compiled by hand.

Approach

  1. Discover

    Map the process as it runs today, including exceptions, volumes and every system involved.

  2. Design

    Agree the target workflow, permission model, approval points and failure handling before any build begins.

  3. Build and test

    Develop against a pilot group with full logging, so every run can be audited.

  4. Hand over

    Document, train and monitor so the automation stays reliable long after go-live.

Proven in practice

  • Built AI-assisted ticket triage into a managed service desk workflow
  • Currently building custom reporting dashboards that turn operational data into live, decision-ready views
  • Automated joiner, mover and leaver processing across the service desk, identity and Microsoft 365
  • Delivered a fleet-wide remote access agent migration across client estates through RMM
  • Developed read-only PowerShell collectors that power client infrastructure audits

Technologies

  • PowerShell
  • Microsoft Graph API
  • Entra ID
  • Exchange Online
  • Microsoft Intune
  • RMM platforms
  • Service desk platforms
  • Workflow automation platforms
  • AI language models
  • REST APIs
  • Reporting and dashboard platforms

Tools change. Good engineering doesn't. I work with the platforms already in place and adapt quickly to new ones.

Frequently asked questions

Which tasks are the best candidates for automation?

Tasks that are frequent, rule-based and currently done by hand: user onboarding and offboarding, licence management, routine checks, reporting and ticket triage. A short discovery exercise identifies where automation will return the most time.

What can a custom reporting dashboard show?

Whatever your team and leadership need to act on: ticket volumes and response times, device compliance and patch status, licence usage, security posture and service trends. Data is gathered automatically from the systems you already use, so the view stays current without manual effort.

Do you require a specific automation platform?

No. I work with the platforms already in place wherever possible and recommend new tooling only when it clearly fits the problem. The same engineering principles apply whichever platform is used.

How is AI used safely in IT operations?

AI is applied where it assists rather than acts unchecked, such as classifying and summarising tickets. Any action that changes a system keeps defined permissions, approval points and audit logging.

How are Microsoft Graph permissions handled?

Applications are granted least-privilege permissions for exactly the calls they make, reviewed against current Microsoft guidance, with credentials stored securely and access reviewed over time.

Endpoint ManagementConsistently configured, compliant and secure devices, managed through Microsoft Intune and RMM.Microsoft 365 & Exchange MigrationsMove mail and collaboration to Microsoft 365 with planned cutovers, clear communication and minimal disruption.Infrastructure Audits & AssessmentsA clear, evidence-based picture of your environment, with recommendations you can act on.

Discuss your requirements

Share the details of your AI & IT Automation project and I will outline a practical approach for your environment.

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