Role-Based Programme
RB0507

Gemini for Google Workspace for Information Technology

Explore AI-Assisted IT Support, Documentation & Operational Workflows

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Duration
4 Hours
Level
Awareness
Delivery
Instructor-Led
Format
Awareness Session

Programme Objectives

  • Understand how Gemini can support IT service, application support, technical documentation, analysis, and operational coordination.
  • Explore AI-assisted troubleshooting, knowledge retrieval, incident summarisation, and technical communication.
  • Use Gemini with approved IT documents, spreadsheets, emails, and Workspace information to accelerate routine technical activities.
  • Experience AI-assisted tracking, meeting follow-up, reporting, and simple IT workflow automation.
  • Recognise security, privacy, source validation, access-control, and human-verification requirements when using AI for IT work.

Tools covered

Gemini for Google WorkspaceGemini in Google DriveGoogle DocsGoogle SheetsGmailGoogle ChatGoogle MeetGoogle Workspace Studio

Who should attend

  • IT Professionals
  • IT Support Engineers
  • Application Support Engineers
  • System Administrators
  • IT Operations Professionals
  • Service Desk Professionals
  • Technical Support Engineers
  • Infrastructure Professionals
  • Cloud Support Professionals
  • IT Analysts
  • IT Coordinators
  • IT Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of IT systems, applications, or technical-support processes
  • Familiarity with incidents, service requests, troubleshooting, or technical documentation
  • Basic experience with Google Workspace applications is helpful
  • General awareness of generative AI is beneficial
  • No programming expertise required
  • No previous Gemini for Google Workspace experience required

TOC Modules

Concepts
  • Understanding Gemini across IT documentation, analysis, communication, and operational workflows
  • Identifying use cases across technical support, service management, system administration, and IT operations
  • Understanding the difference between AI assistance and authorised technical actions
  • Recognising the importance of verified technical information and human oversight
Practical activities
  • Exploring representative IT activities across Gemini-enabled Workspace applications
  • Mapping IT Activity → Workspace Tool → Gemini Assistance → Technical Outcome

Scenarios

IT Incident to Structured Resolution

User / System Issue → Gemini-Assisted Incident Summary → Approved Runbook / Technical Knowledge → Diagnostic Questions → IT Engineer Validation → Resolution → Documentation → Closure

Participants use Gemini to organise an incident and locate relevant support information while keeping root-cause confirmation and technical remediation under qualified IT ownership.

Weekly IT Operations Data to Management Update

IT Tracker → Gemini in Sheets → Backlog / Ageing / Recurring Issue Analysis → Key Exceptions → IT Review → Management Summary → Action Owners

Participants transform routine operational data into a concise IT review, identify areas requiring attention, and prepare follow-up actions without treating AI-generated patterns as automatically confirmed technical causes.

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