Support & Ticketing
IT Support Technician: Hire or Automate?
IT support automation resolves the most common tickets instantly: password resets, access provisioning, software installation, and VPN troubleshooting. These repetitive requests typically account for 40-60% of all IT tickets. Automated self-service portals handle them 24/7 without wait times. Complex infrastructure issues, hardware problems, and novel troubleshooting still need a human technician.
Hire a IT Support Technician
- Available during business hours only
- Handles one ticket at a time
- Repetitive issues (password resets) consume most time
- Response times vary with ticket volume
- Can troubleshoot novel and complex problems
- Knowledge leaves when the person leaves
Monthly salary
€2,400 - €3,200
Before employer overhead (taxes, benefits, equipment)
Automate the Role
- Self-service portal available 24/7
- Password resets and access requests resolved instantly
- Unlimited tickets handled simultaneously
- Consistent SLA compliance with auto-escalation
- Knowledge base grows with every resolved ticket
- Complex issues still routed to humans immediately
Setup cost (one-time)
€1,500 - €3,000
Monthly cost
€150
12-Month Cost Comparison
| Cost item | Hire | Automate |
|---|---|---|
| Monthly salary / cost | €2,400 - €3,200 | €150 |
| 12 months base cost | €28,800 - €38,400 | €1,800 |
| Employer overhead (30-35%) | €8,640 - €13,440 | - |
| One-time setup cost | - | €1,500 - €3,000 |
| Total 12-month cost | €37,440 - €51,840 | €3,300 - €4,800 |
Estimated annual savings with automation
€40,590
Based on average costs. Setup pays for itself in roughly 1 month.
Verdict
Automate if most of your IT tickets are repetitive (password resets, access requests, standard troubleshooting). Hire if your infrastructure is complex, you manage on-premise hardware, or your team needs hands-on technical support for specialized software. Most companies automate tier-1 support and keep a smaller human team for escalations.
Frequently Asked Questions
What percentage of IT tickets can be automated?
Industry data shows 40-60% of IT support tickets are repetitive and automatable: password resets, access requests, VPN issues, and software installations. The exact percentage depends on your infrastructure complexity.
Does IT automation work with our existing ticketing system?
Most IT automation platforms integrate with common ticketing systems (Jira Service Management, Zendesk, Freshdesk, ServiceNow). Tickets are created, updated, and resolved within your existing workflow.
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Ready to explore automation?
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What happens after you submit:
- Experts analyze your workflows and identify your top 3 automation wins
- You receive 2-5 tailored proposals with pricing and timelines
- Each proposal includes a live demo option so you see the solution in action
- The fee is credited toward your first build if you proceed
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Last updated: March 2026