GenAI Essentials for Help Desk and Support Teams

The foundational training GenAI Essentials for Help Desk and Support Teams was created to give IT support workers the know-how and hands-on experience they need to fully utilize generative AI in their daily service desk operations. This course assists frontline support staff in comprehending and implementing GenAI products to boost productivity, improve user experience, and minimize human labor in ticket resolution and service request management as artificial intelligence continues to transform the IT landscape. The fundamental ideas of generative AI service desk professional certificate, a branch of artificial intelligence that focuses on producing replies that are human-like, automating processes, and adjusting to user intent, are covered in this course. Participants will discover how to use large language models (LLMs), like Google\'s Gemini or OpenAI\'s ChatGPT, into service desk processes to help with knowledge base creation, auto-responses, ticket triage, and other tasks. Designed to meet the specific requirements of support teams, the training places a strong emphasis on practical applications. Students will investigate how GenAI might help with automated ticket classification, problem-solving based on past data, incident summarization, and providing end users with consistent, contextually relevant responses. Additionally covered in the course are conversational AI bots, which allow participants to work together or create chatbot projects that decrease level-1 support workload and speed up response times. Intelligent automation of service desks is made possible by generative AI, which is driven by machine learning and massive language models. AI-powered chatbots and intelligent virtual assistants engage with people, respond to their inquiries, and offer real-time solutions based on historical insights. They minimize human effort, speed up reaction times, and offer help around-the-clock.