Role-Based Programme
RB1488

AI-Powered IT Support & Service Desk

Smarter Troubleshooting, Ticket Resolution & User Support

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

Programme Objectives

  • Understand how AI can support IT Support and Service Desk teams across ticket handling, troubleshooting, knowledge management, communication, and reporting.
  • Explore practical prompting techniques for incident summaries, user issues, troubleshooting guidance, escalation notes, and support documentation.
  • Apply AI to organise service requests, classify issues, generate support responses, and improve recurring help-desk workflows.
  • Identify opportunities to improve first-response quality, resolution speed, documentation consistency, and user experience.
  • Recognise privacy, credential security, technical validation, escalation requirements, and human-review responsibilities when using AI.

Tools covered

Generative AI AssistantsAI-Assisted Ticket TriageTroubleshooting SupportKnowledge-Base SearchIncident SummarisationUser CommunicationService Desk ReportingBasic Workflow Automation

Who should attend

  • IT Support Executives
  • Service Desk Analysts
  • Help Desk Analysts
  • IT Support Engineers
  • Technical Support Engineers
  • Desktop Support Engineers
  • End-User Support Specialists
  • IT Operations Support Professionals
  • Service Desk Coordinators
  • Incident Management Analysts
  • Application Support Professionals
  • IT Support Team Leads
  • Service Desk Managers

Prerequisites & Participant Readiness

  • Basic understanding of IT support, help-desk, or service-desk activities
  • Familiarity with incidents, service requests, tickets, troubleshooting, or user communication is helpful
  • Basic computer and office-productivity skills
  • No AI or programming knowledge required
  • No previous Generative AI experience required

TOC Modules

Concepts
  • Understanding Generative AI and its relevance to Service Desk and IT Support environments
  • Identifying AI applications across ticket triage, troubleshooting, communication, documentation, and reporting
  • Understanding AI assistance versus Service Desk Analyst judgement and accountability
  • Recognising technical and security-sensitive activities requiring validated procedures and escalation
Practical activities
  • Mapping common Service Desk activities to potential AI applications
  • Comparing a traditional support task with an AI-assisted approach

Scenarios

User Issue to Resolved Support Ticket

User Request → AI-Assisted Triage → Category & Priority → Clarification → Troubleshooting → Resolution → Closure Note

Participants use AI to convert a sample user complaint into a structured ticket, identify required troubleshooting steps, and prepare a clear resolution and closure note.

Repeated Service Desk Incidents to Knowledge Article

Recurring Tickets → AI Pattern Review → Common Symptoms → Validated Resolution → FAQ / Knowledge Article → Support Reuse

Participants use AI to analyse sample recurring support incidents, identify common patterns, and create a reusable knowledge article while retaining final technical validation with authorised IT professionals.

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