Idal'IA
IT support · levels 0-1-2Your first line of IT support, 24/7.
Level 0, always available. Bug, password, VPN, internal procedure: she answers before your coffee is ready.
What can Idal'IA do?
- Real-time diagnostics
- Automated ticket management
- Knowledge base access
- Smart escalation to L2/L3
- 95% of tickets resolved without escalation
- Response time: < 1 min
- Availability: 24/7/365
When should you use it?
- Forgotten passwords and resets
- VPN and connectivity diagnostics
- Printer and peripheral support
- User access and permissions
Which tools does it integrate with?
- Email and ITSM (Jira, ServiceNow)
- Active Directory and directories
- Intranet documentation
- Incident tickets
What it answers
- I forgot my password
- No problem. I'm sending a secure reset link to your work email. To verify your identity, I'll need your full name and your 8-digit employee number. Ticket opened: #IT-2026-4821.
- I need access to the Finance SharePoint
- That access requires approval from the Finance site owner. I've just forwarded your request to them. Usual turnaround: under 2 business hours. Ticket: #IT-2026-4822.
- My VPN won't connect
- Let's check together: is your VPN client showing a certificate error or a timeout? In the meantime, try switching to the « qc-mtl-2 » access point. Ticket opened: #IT-2026-4823.