Home / Technology / IT Service Desk System
IT CASE STUDY 07 / Systems implementation & automation

From support requests
to a connected service desk.

I designed and deployed a centralized employee IT ticketing system using Microsoft Forms, Power Automate, and SharePoint—then extended it with a Grok-powered assistant connected to Microsoft Teams and Outlook.

Microsoft FormsSharePointPower AutomateMicrosoft TeamsOutlookGrok assistant
01 / The problem to solveFrom fragmented requests to one workflow

One place to ask.
A clearer way to respond.

Employees needed a straightforward way to report technical problems, request equipment, and ask for access. On the IT side, requests needed consistent identifiers, trackable ownership, and a record of progress instead of relying on scattered messages and manual follow-up.

Employee experienceOne consistent intake form
IT accountabilityTicket identity, priority & assignment
Operational visibilityStatus, resolution & notifications
02 / Foundation — designed & deployed

The ticketing system.
Built around the workflow.

I developed the standardized IT request form and configured its Power Automate and SharePoint workflow. This was an actual workplace deployment, not merely a concept or a spreadsheet prototype.

IMPLEMENTATION / MICROSOFT 365Illustrative architecture · No live internal configuration shown
  1. 01 / SUBMIT

    Microsoft Forms

    Employees submit IT issues, equipment requests, and access concerns from a standard form.

  2. 02 / AUTOMATE

    Power Automate

    A workflow generates a unique ticket number and processes the incoming request.

  3. 03 / RECORD

    SharePoint

    A centralized ticket register tracks status, priority, assignments, and resolutions.

  4. 04 / NOTIFY

    Email notifications

    Automated emails communicate the submitted request and help reduce manual administration.

Employee request Unique ticket Central record Follow-up
My implementation work

Beyond a simple submission form.

I configured ticket generation and notifications, organized request data in SharePoint, and created an employee-facing desktop shortcut with my own custom icon. The result was a consistent front door to IT support without requiring employees to know where to send each kind of request.

Tracked fields include request status, priority, assignment, and resolution. The exact automation configuration and internal links are omitted from this public case study.

Portfolio reconstructions / employee intake

A closer look at
the system experience.

These visuals recreate the kind of interface and workflow I implemented. They are illustrative mockups, not screenshots of the live company systems. All names, dates, tickets, screens, and sample settings are fictional.

Illustrative employee-facing IT service request form showing fictional access request information and a submit button
01 / Request intake

Employee request form

Recreated form experience for incident, equipment, and access submissions; fictional fields and example entries.

Illustrative flow designer showing a ticket form trigger, ticket identification, SharePoint record creation, and notifications
02 / Workflow automation

Power Automate process

Conceptual reconstruction of automated steps, not an export of actual flow settings or an exact connector sequence.

Illustrative service desk ticket register with fictional requesters, ticket identifiers, priority badges, and status columns
03 / Organized records

SharePoint-style ticket register

A recreated view of centralized ticket tracking. Example records, counters, names, dates, and statuses are entirely fictional—not operational reporting data.

03 / Evolution — conversational IT intake

Then I added an
AI support assistant.

Later, I integrated a Grok-powered bot using Microsoft Teams and Outlook connections. Employees could describe requests in chat or email instead of opening the original form themselves, while the assistant handled the intake and record updates.

EMPLOYEE CHANNELS
Teams chatDescribe the request
Outlook emailSend the issue to the bot
AUTOMATED ASSISTANT

Grok-powered IT assistant

Interprets employee requests and works through connected tools.

TICKET ACTIONS
Complete the requestPopulate the IT intake form
Update the trackerRecord ticket details in my workbook
Progress updatesSend notifications as work advances

Conceptual view of a deployed workflow, not a live architectural diagram. It does not disclose prompts, service credentials, connector permissions, or employee conversations.

Illustrative recreation / conversational supportFictional example only
Recreated Teams-style IT service desk assistant conversation with fictional employee, ticket confirmation, workbook update, and Outlook email notification
AI-assisted ticket submission and updates

Recreated interaction showing how a request can move from an employee message to ticket creation and notifications. No actual employee chat or real bot transcript is shown.

What changed

IT intake became accessible through multiple familiar communication channels. The assistant could populate the request form, update my ticket-tracking workbook, and send progress notifications—reducing the need to copy information between systems manually.

04 / What I built and maintained

Implementation,
not just configuration.

The project combines information design, Microsoft 365 administration, workflow automation, and an evolving AI-assisted support process.

01 / EMPLOYEE INTAKE

Standardized IT request form

Created a consistent submission experience for technical incidents, hardware needs, and access requests, accessible from a browser shortcut with my original icon.

Deployed to employees
02 / TICKET AUTOMATION

IDs, records & routing

Configured Power Automate to assign unique ticket numbers, store requests in SharePoint, and trigger email notifications.

Automated intake deployed
03 / SERVICE MANAGEMENT

Priority, assignment & resolution

Established a central ticket-tracking structure and maintained a detailed Excel workbook for work notes, classifications, and status review.

Centralized records established
04 / AI-ASSISTED INTAKE

Teams, Outlook & Grok

Integrated conversational channels so the bot could complete intake, update my workbook, and send ticket progress notifications.

Integrated into the workflow
05 / Outcomes and evidence

Less administrative friction.
More visibility.

The system standardized submissions, organized tickets in one trackable process, and automated routine record and notification steps. The later bot integration added email and chat as alternative ways for employees to interact with IT.

These are observed workflow improvements, not claims of measured time savings, SLA compliance, or guaranteed AI accuracy.

PERSONAL WORKBOOK / SUPPORT EVIDENCE
100+Actual tickets reviewed
13Ticket categories
1Developed ticketing workflow
The workbook is supporting evidence and an operational tracking companion. Dashboard formula ranges and number formats need validation before using its totals as audited KPIs.
Core tools & competencies
Microsoft FormsPower AutomateSharePointMicrosoft TeamsOutlookGrok integrationsMicrosoft ExcelWorkflow designTicket routingNotification automationUser experience & icon design
Related evolution / Coordinated IT bot team

From one support assistant
to specialist operations.

After the original Forms, Power Automate, SharePoint and Grok-enabled ticket intake was established, I also developed a coordinated team of specialist Grok bots for workbook administration, onboarding checklists, ticket-record upkeep, and human-reviewed task delegation. The wider bot system has its own governance and testing case study.

Explore AI operations & inventory governance ↗
Privacy & responsible presentation

This portfolio presentation describes my implementation and operational role using a generalized system diagram. It excludes real ticket submissions, company links, customer records, employee identities, access details, tokens, and bot credentials. All four recreated application screens use synthetic information and are not authentic screenshots, system exports, real tickets, or technical implementation instructions.

Explore more technical work

Useful tools.
Connected processes.

Knowledge & AI workflows ↗All technology projects →