Spark

Nexthink Spark is the personal IT agent for every employee. Built on Nexthink’s DEX platform, it combines real-time telemetry, AI-driven diagnostics, and IT-approved end-to-end remediation to resolve issues in seconds - no queues, no handoffs, and no tickets. Organizations cut support cost while boosting productivity.

The system displays the ✦ sparkles icon to indicate AI-generated content or insights.

Nexthink Spark is continually improving. As it evolves, it may occasionally provide information that requires verification. Nexthink recommends confirming your results to ensure accuracy.

Spark capabilities

Spark provides the following capabilities:

• Agentic AI resolution engine: Understands employee issues expressed in natural language, evaluates DEX data and system context, and executes IT-approved actions to resolve issues autonomously.

• DEX-powered diagnostics: Uses real-time endpoint, application and experience data from Nexthink Infinity to identify root causes.

• IT-approved agent automations: Executes out-of-the-box Agent Actions as well as custom actions and multi-step workflows defined by IT.

• Omnichannel employee interface: Engages employees through supported communication channels as part of the IT self-service workflow.

• Governance, audit and reasoning: Logs conversations, actions and decisions to provide visibility, tuning and compliance support.

Depending on your current licensing model, this capability may require an additional license. Contact your Nexthink representative for more information

How Spark supports different roles

Role	How Spark supports the role
Employees	Interprets IT requests in natural language, runs DEX-powered diagnostics and executes remediation actions through supported communication channels to resolve issues.
Service desk teams	Automates repetitive Level 1 issues, provides full conversation and action history during escalation and surfaces opportunities to expand automation coverage.
End-user computing and digital workplace teams	Uses real-time DEX telemetry across devices, applications and networks to diagnose root causes and apply IT-approved Agent Actions and workflows.
Support supervisor	Allows for defining approved actions, workflows and governance policies, and reviewing audit logs for conversations, decisions and remediations.
IT leadership	Helps track ticket reduction, time savings and operational impact through dashboards and reporting.

Get started with Spark

Resolve employee issues with Spark

Allow employees to quickly remediate issues with Spark agent, available directly through their existing communication channels. Employees use natural language to report issues, request services, or obtain information and receive instant solutions aligned with IT policies and informed by device context, DEX data, and IT-approved automated remediations.

Refer to https://github.com/nexthink/documentation.online-product-documentation/blob/develop/docs/user-guide/spark/understanding-employee-experience-with-spark.md for more information.

Monitor Spark impact and real conversations

Track usage, conversation progress, and resolution outcomes in the Spark Overview and All Conversations dashboards in Nexthink Infinity. Review adoption rates, self-resolution success, and escalations in real time. Use these insights to continuously optimize Spark and improve the employee experience.

Refer to Monitoring Spark documentation for more information.

Define Spark actions and knowledge base

Tailor Spark to your organization and reduce manual interventions by importing your IT knowledge base and enabling automated actions. Refer to Managing Spark actions and Managing knowledge sources for more information.