This paper explores how CIOs can address challenges in managing end-user computing environments through automating Level 1 (L1) support. With rising threats like malware and phishing, intelligent service desks help reduce security risks through early detection and response. Automation in L1 support can boost efficiency by resolving common IT issues such as malware detection, password resets, and device encryption. The approach leverages AI, chatbots, self-service portals, and analytics to improve incident resolution times, reduce human intervention, and enhance user experience. Clients have reduced support team sizes by 20% and cut resolution times significantly, improving overall operational efficiency.

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