Role-Based Programme
RB1491

AI-Powered IT Support & Service Desk

Intelligent Ticket Resolution, User Support & Service Automation

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Duration
32 Hours
Level
Advanced
Delivery
Instructor-Led
Format
Capability Development

Programme Objectives

  • Develop advanced capability to apply AI across IT support, service-desk operations, ticket management, troubleshooting, user communication, escalation, and knowledge management.
  • Use AI to analyse incidents, service requests, ticket histories, error messages, logs, user descriptions, support documentation, and service-performance data.
  • Build repeatable AI-assisted workflows for ticket intake, classification, prioritisation, troubleshooting, response drafting, escalation, and resolution.
  • Apply AI to identify recurring incidents, high-volume request categories, support bottlenecks, knowledge gaps, SLA risks, and automation opportunities.
  • Design responsible AI-enabled IT Support & Service Desk workflows with appropriate controls for data privacy, access, security, accuracy, escalation, and human oversight.

Tools covered

Generative AI AssistantsAI Search & ResearchIT Service Management AIKnowledge Management AIDocument AITicket AnalyticsLog & Diagnostic AnalysisMeeting & Communication AIReporting & Dashboard ToolsWorkflow Automation

Who should attend

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

Prerequisites & Participant Readiness

  • Working knowledge of IT support, service-desk operations, end-user support, or IT Service Management
  • Familiarity with incidents, service requests, ticketing systems, troubleshooting, escalation, and knowledge articles
  • Basic proficiency with spreadsheets, technical documentation, email, and workplace productivity applications
  • No previous AI course attendance required
  • No programming background required

TOC Modules

Concepts
  • Understanding Generative AI, analytical AI, Document AI, and service automation
  • Mapping AI opportunities across ticket management, troubleshooting, communication, and knowledge support
  • Understanding AI assistance versus authorised technical decision-making
  • Recognising hallucination, privacy, security, and inappropriate automation risks
Practical activities
  • Mapping an existing Service Desk workflow
  • Comparing manual and AI-assisted support activities
  • Creating an IT Support AI opportunity matrix

Scenarios

User Incident to First-Time Resolution

User Request → AI Intake → Classification → Diagnostic Questions → Troubleshooting → Resolution → User Communication → Knowledge Capture → Closure

Participants use AI-assisted techniques to manage a simulated IT support incident from initial request through structured diagnosis, safe resolution, user communication, and knowledge creation.

Service Desk Data to Continuous Support Improvement

Tickets + SLA Data + Reopen Rates + Knowledge Usage + Recurring Incidents + User Feedback → AI Analysis → Support Patterns → Priority Improvements → Automated Routing & Follow-Up → Service Dashboard → Management Review

Participants design an AI-enabled Service Desk workflow that consolidates support signals, identifies recurring issues and service bottlenecks, automates suitable ticket-management activities, and strengthens support visibility while retaining sensitive technical decisions with authorised IT professionals.

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