Client: Grupo NTK · Fashion and apparel
From 257 to 149 IT tickets a month, with a modernized and automated infrastructure
Work led by Marcos Reis, as the group’s infrastructure manager and, since 2026, as a provider through iRon King.
The challenge
In 2019, NTK’s IT team received an average of 257 IT tickets a month. Each one waited in a technician’s queue, and many were repetitive requests that need no technical judgment. The usual answer would have been to hire more people.
Solution and results
The work went after the cause of the tickets. The infrastructure was standardized and automated, from the directory to the network and from servers to certificates and monitoring, and recurring tasks became automated flows. The latest piece is iKSA, the AI support agent: employees ask by chat, in plain language, and the agent unlocks the account, grants access to the network folder, clears the disk quota and logs the ticket. Nothing that changes the environment runs without approval by phone, and everything is recorded.
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42% fewer IT tickets
From 257 a month in 2019 to 149 in 2026 (January to September), 108 fewer tickets a month, according to NTK’s own service desk, not counting the transport workflow that also ran through it. The 2026 figure is conservative: since this year, iKSA logs as tickets requests the automation already handled without a record.
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A decline over the years
224 a month in 2021, 193 in 2023, 165 in 2025. Not a one-off drop: the reduction held over the years.
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No new headcount
The time technicians got back went into projects, and NTK did not need to hire.
The solutions in production at Grupo NTK
Today, seven solutions are in production at Grupo NTK. The drop in tickets comes from seven years of modernization as a whole, not from any single solution.
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Service Desk
Service desk implementation: service catalog, categories, profiles and directory sign-in. Every ticket becomes data to decide what to automate.
See the solution -
Process Automation
Purchasing, onboarding, access release, discount approval. The flow executes, stops at the gate, the manager approves from their phone, and who approved what is on record.
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Network & Perimeter
Review and support of what is already installed: rules nobody reviews, logs that go nowhere, inspection switched off by an expired certificate.
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SIEM & Alerting
SIEM deployment, in two modes. Critical alerts reach your phone as soon as the SIEM receives the record, and in respond mode the rule also acts.
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iKSA
People ask by chat. iKSA answers with your company’s procedures, executes the routine and opens the ticket. Nothing that changes the environment runs without approval.
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AI Governance
Directory identity, policy outside the prompt and a record of who asked what, in a single place.
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Endpoint Management
Inventory, remote access and execution at scale, on your own server.
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