What it covers well
Answering 'how do I' questions from your own guides, guiding users through common fixes, creating and assigning tickets, provisioning and removing accounts through Microsoft 365 or Google Workspace admin, and checking that devices are updated and backed up. Staff get help in seconds instead of waiting for the one person who knows.
What still needs a specialist
Physical hardware problems, network and internet issues, complex software faults, and anything that looks like a security incident. A good setup recognises these and escalates them quickly, with the details already collected.