At Air IT, we’re committed to delivering exceptional support that keeps up with the needs of modern businesses. As expectations shift and technology evolves, clients are continuingly wanting faster, more reliable service that puts them in control. That’s why self-service automation is now a core part of how we deliver IT support. It’s helping our customers resolve issues faster, take control of routine IT tasks, and stay productive, all without needing to raise a ticket. Self-service automation is changing the way support works, and we’ve seen just how effective it can be. Here’s a closer look at what this means for the future of IT support.
How automation is changing IT support
IT support is changing because people’s expectations have moved on. Most users don’t want to raise tickets for basic tasks. They want quick answers, the ability to fix simple things themselves, and to get on with their work without having to wait for a callback or approval.
At Air IT, we’ve seen this shift first-hand. More of our clients are asking for ways to take control of everyday tasks, things like onboarding new staff, managing permissions, or fixing common issues without needing to speak to an engineer.
To meet that need, we’ve introduced automation into our service delivery. Not as a bolt-on, but as a core part of how we support businesses.
What is self-service automation?
Self-service automation empowers users to independently access IT services and resolve issues without human intervention. By using automated tools like digital portals, knowledge bases, and chatbots, users can perform routine tasks quickly and conveniently. This approach enhances user experience, improves productivity, and reduces dependency on support teams.
For our clients, this approach offers faster access to support, round-the-clock availability, and control over routine tasks. For Air IT, it means we can focus our team’s expertise on more technical issues or strategic work, adding more value to our customer partnerships.
Meeting the needs of modern business
As businesses become more reliant on technology, the expectations around IT support are shifting. Businesses want quick answers, fewer delays, and more control over day-to-day tasks. Clients are looking for:
- 24/7 access to support tools from any location
- Immediate resolution for common requests
- Full visibility into request progress
- Fewer delays, less downtime, and more control
Traditional support models, such as relying solely on phone or email, no longer meet these demands and have their limitations. Self-service automation is a practical way to address these gaps by delivering convenience, speed and transparency in a scalable, secure way.
Our approach to automation
When we started developing our automation capabilities, we carefully developed our automation capabilities around one clear goal, improving the customer experience.
Through our Air 360 platform, we’ve built a secure and easy-to-use self-service portal that allows customers to take care of everyday IT tasks in seconds. Clients now have access to a growing set of self-service automations that eliminate friction and speeds up support. Without needing to log a ticket or contact our support desk, users can:
- Onboard and offboard team members
- Manage permissions and Microsoft 365 mailbox access
- Set and remove out-of-office replies
- Clean up recycle bins in OneDrive and SharePoint
- Request group access changes
These tasks are powered by automation and completed in real time. In fact, over 95% of these requests are resolved in under five minutes, helping our customer get instant support to stay productive. Our clients are already seeing the benefits:
- Faster onboarding and offboarding
- Reduced ticket volumes
- Better productivity with fewer IT roadblocks
- Improved customer satisfaction
What is Air 360?
Air 360 is a platform designed to bring self-service, automation, and secure IT operations together into a single, manageable experience. It reflects what we believe support should look like for modern businesses.
Whether your team works on Windows, Mac, or a hybrid environment, Air 360 brings everything together in one integrated solution: IT support, cybersecurity, cloud services, and automation which is strategically managed for your business.
Instead of juggling vendors or chasing support tickets, Air 360 delivers a proactive, unified experience. It keeps your systems secure, your people productive, and your business moving forward. Here’s some of the benefits:
- One platform
- One point of contact
- One predictable monthly cost
- Self-service capabilities
- Scale as you grow
One of our long-term clients recently moved over to Air 360 after five years of working with us and within just a few months, they began to see real improvements.
By consolidating all their IT services into one platform, they’ve been able to simplify operations, reduce ticket volumes, and speed up routine requests through automation. Tasks that used to require a support call or email, like access changes or mailbox updates, are now handled instantly through the portal.
For their internal teams, it means less time spent chasing tickets. For the business, it’s a more streamlined IT experience that scales as they grow.
Having all our services integrated into a single platform, with one simplified monthly bill, has made our operations more streamlined and easier to manage. We’ve already noticed the time we’re saving by not having to log as many tickets, with requests being resolved faster through automation. We’re confident Air 360 will continue to support our growth moving forward.
Jay Bhundia, Director of Finance, Ocean LED Marine
Recognised as a leader in automation
Our work in automation has not gone unnoticed. We were recently named Rewst Partner of the Year, a recognition that highlights our innovation in building intelligent, scalable automation solutions that benefit both our clients and our internal operations.
Rewst is a leading automation platform for managed service providers (MSPs) and this award reflects the hard work we’ve put into embracing automation and redefines what it means to be a next-generation MSP.
Peter Pendlebury, our Chief Automation & AI Officer said:
I’m incredibly proud that Air IT has been recognised as the very first Rewst Partner of the Year. This recognition reflects our continued investment in automation and AI as a cornerstone of a true next-generation managed services provider.
The future of IT support
Automation isn’t the future of IT, it’s the now and at Air IT, we’re proud to be at the forefront. Through industry-leading self-service automations and platforms like Air 360, we’re making IT support faster, simpler, and more powerful for modern businesses.
For organisations seeking to simplify IT, enhance productivity, and maintain control, IT support integrated with automation is the most effective approach.
Discover how automation can transform your IT support. Get in touch today or speak with your dedicated account manager to learn more.
