Role-Based Programme
RB1490

AI-Powered IT Support & Service Desk

Smarter Ticket Resolution, User Support & Service Operations

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Duration
16 Hours
Level
Intermediate
Delivery
Instructor-Led
Format
Capability Training

Programme Objectives

  • Apply AI across IT Support and Service Desk activities including ticket intake, classification, troubleshooting, escalation, knowledge management, and reporting.
  • Use AI-assisted techniques to analyse service requests, incidents, user descriptions, error information, ticket history, and recurring support issues more efficiently.
  • Develop structured workflows for ticket triage, diagnosis, resolution, escalation, user communication, and closure.
  • Improve Service Desk performance through AI-assisted knowledge retrieval, SLA monitoring, trend analysis, ticket summarisation, and operational reporting.
  • Apply responsible AI practices covering user privacy, access control, confidential technical information, troubleshooting validation, and human oversight.

Tools covered

Generative AI AssistantsService Desk AnalyticsTicket ClassificationKnowledge ManagementDocument IntelligenceTroubleshooting SupportSLA AnalysisSpreadsheet AnalysisUser Communication SupportWorkflow Automation

Who should attend

  • IT Support Engineers
  • Service Desk Analysts
  • Help Desk Analysts
  • IT Support Specialists
  • Technical Support Engineers
  • Desktop Support Professionals
  • Application Support Analysts
  • Service Desk Leads
  • IT Operations Analysts
  • ITSM Professionals
  • Technical Support Coordinators
  • End-User Computing Professionals
  • IT Support Managers
  • Information Technology Team Leads

Prerequisites & Participant Readiness

  • Working knowledge of IT support, Service Desk, Help Desk, or technical-support activities
  • Familiarity with incidents, service requests, ticketing systems, SLAs, and troubleshooting is helpful
  • Basic technical documentation and spreadsheet skills
  • Basic awareness of Generative AI is helpful
  • No programming knowledge required

TOC Modules

Concepts
  • Understanding Generative AI, analytics, document intelligence, and automation in IT support
  • Identifying AI applications across ticket handling, troubleshooting, communication, knowledge management, and reporting
  • Understanding AI assistance versus Service Desk Analyst judgement and support accountability
  • Recognising risks related to inaccurate advice, user privacy, credentials, and sensitive technical information
Practical activities
  • Mapping the Service Desk lifecycle to AI-assisted activities
  • Identifying repetitive support tasks suitable for AI assistance
  • Comparing traditional and AI-assisted support workflows

Scenarios

User Incident to First-Line Resolution

User Ticket → AI-Assisted Classification → Diagnostic Questions → Troubleshooting → Resolution / Escalation → User Communication → Knowledge Capture → Closure

Participants handle a simulated user-support incident from intake through resolution, use AI to structure troubleshooting and communication, and convert the final resolution into reusable Service Desk knowledge.

Service Desk Data to Support Improvement Plan

Ticket History + SLA Data + Backlog + Reopen Rates + Recurring Issues → AI Analysis → Service Bottlenecks → Priority Problems → Automation Opportunities → Management Report

Participants consolidate Service Desk performance information, identify recurring support issues and operational bottlenecks, and prepare a management-ready improvement plan with actions, owners, and priorities.

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