Role-Based Programme
RB1489

AI-Powered IT Support & Service Desk

Smarter Ticket Resolution, Troubleshooting & User Experience

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Understand how AI can support IT Support and Service Desk teams across ticket intake, categorisation, troubleshooting, resolution, escalation, and communication.
  • Apply AI-assisted techniques to summarise user issues, classify tickets, generate diagnostic questions, and prepare resolution guidance.
  • Use structured prompting for incident analysis, service requests, knowledge-base creation, user communication, and escalation support.
  • Explore AI-supported approaches for identifying recurring incidents, ticket patterns, SLA risks, backlog concerns, and service-improvement opportunities.
  • Build responsible AI-assisted service-desk workflows while maintaining user privacy, security, access control, accuracy, and human oversight.

Tools covered

Generative AI AssistantsAI Search & ResearchIT Service Management AITicket AnalysisKnowledge Management AITroubleshooting SupportService Desk AnalyticsCommunication AIWorkflow Automation

Who should attend

  • IT Support Executives
  • Service Desk Analysts
  • Help Desk Analysts
  • IT Support Engineers
  • Technical Support Engineers
  • Desktop Support Professionals
  • IT Service Desk Professionals
  • IT Support Specialists
  • Application Support Professionals
  • Service Desk Coordinators
  • IT Operations Professionals
  • ITSM Professionals
  • Service Desk Managers
  • IT Support & Service Desk Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of IT support, service desk, or technical-support processes
  • Familiarity with incidents, service requests, tickets, troubleshooting, or user communication is helpful
  • Basic computer and digital productivity skills
  • No AI or programming knowledge required
  • No previous AI training required

TOC Modules

Concepts
  • Understanding Generative AI and its relevance to IT support and service-desk operations
  • Identifying AI applications across ticket handling, troubleshooting, communication, knowledge management, and reporting
  • Understanding AI assistance versus support-professional judgement and accountability
  • Recognising limitations such as incorrect diagnosis, incomplete context, hallucinations, and unsafe recommendations
Practical activities
  • Mapping a typical IT Support & Service Desk workflow
  • Identifying repetitive and information-intensive support activities suitable for AI assistance
  • Comparing a traditional support task with an AI-assisted approach

Scenarios

User Issue to Resolved Service Desk Ticket

User Request → AI-Assisted Ticket Summary → Classification → Diagnostic Questions → Troubleshooting → Validation → User Resolution → Knowledge Update

Participants use AI to structure a sample user issue, support troubleshooting, prepare clear communication, and document the validated resolution.

Service Desk Data to Improvement Plan

Ticket Volume + SLA Data + Backlog + Recurring Issues → AI Analysis → Service Patterns → Bottlenecks → Priority Improvements → Management Report

Participants use AI to analyse sample service-desk information, identify recurring support issues and SLA concerns, and prepare a management-ready IT Support Improvement Plan.

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