NTQ Innovation Arena #1 – Enhancing IT Helpdesk Efficiency with AI-Powered Solutions

At NTQ, innovation isn’t reserved for special projects or one-off moments — it’s embedded in how we think, build, and grow every day. The Innovation Arena 2025 brought this mindset to life, giving teams the space to turn bold ideas into real solutions that drive impact. 

The Innovation Arena 2025 was designed to bring that mindset to life — a platform where internal teams across NTQ could pitch, prototype, and present forward-thinking ideas with real-world potential. It wasn’t just about creativity — it was about turning ideas into scalable solutions that move the company forward.

And leading this year’s competition was Team 7 – IT & TCO, whose practical and well-executed idea didn’t just impress the judges, but earned recognition from peers across the company for its relevance, efficiency, and future scalability.

Team 7 set out to address a challenge that IT departments across the industry constantly face — the overwhelming volume of repetitive IT support requests. Each day, support teams deal with dozens of identical queries: access issues, VPN setups, resource requests, password resets. While individually minor, these tasks collectively consume a significant portion of the IT team’s time and bandwidth.

But the real cost goes deeper than just internal workloads.

For employees, this process often results in delays, confusing steps, and long wait times for help — a friction point that interrupts focus, delays project timelines, and hinders overall productivity across departments.

But instead of viewing this as a limitation, Team 7 saw an opportunity to reinvent the entire support experience — for both employees and IT professionals — using AI.

Their AI-powered IT HelpDesk Assistant isn’t just a technical upgrade. It’s a shift in how support is delivered and experienced: faster, smarter, and more intuitive. By integrating automation, live chat, and a centralized knowledge base, the system empowers employees to get the help they need in real time — without waiting in queues or jumping through multiple touchpoints.

This AI-driven solution delivers real impact on multiple levels:

• For employees: faster access to support, less time loss, and smoother workdays.
• For IT teams: reduced manual workload and more time for strategic initiatives.
• For the company: improved operational efficiency, security, and a better employee experience overall.

It doesn’t stop at a mere solution — it’s a scalable framework for smarter internal operations.

During the live demo, Team 7 showcased a fully functional prototype of their AI HelpDesk Assistant. Users could submit a request directly through Google Chat, which would instantly trigger ticket creation, retrieve helpful information, and guide the user through next steps — all within seconds.

The interface was fast, smooth, and impressively human-like. What stood out most wasn’t just the technology — but how seamlessly it fits into users’ daily workflows. No switching platforms. No forms. Just instant support, where and when it’s needed.

This project reflects exactly how innovation works at NTQ — where we don’t just solve problems, we continually challenge ourselves to build better systems, better tools, and better experiences.

And Team 7’s win is just the first spotlight in this year’s Innovation Arena series.

Stay tuned for more bold, real-world ideas from the brilliant teams across NTQ — where innovation doesn’t just happen. It’s how we work.