Help Desk Support of AI Technologies

Audience:

This course is designed for help desk and service desk professionals, IT support staff, and IT analysts or administrators who interact with internal users. It is also ideal for entry- to mid-level IT professionals looking to strengthen their client service skills, as well as team leads responsible for user satisfaction. Non-IT professionals who provide internal support may also benefit from the communication frameworks covered.

Prerequisites:

There are no formal prerequisites for this course. Participants should have basic familiarity with internal service roles and some experience working with or supporting internal users. This course focuses on service delivery and communication rather than technical troubleshooting.

Course Description:

This Help Desk Support of AI Technologies course is designed to help IT Help Desk and Service Desk teams support organizational AI-related projects and technologies.

Participants learn how to manage client expectations and satisfaction, clarify and enforce AI policies, and provide practical AI support across different user needs.

The class covers tiered AI support, implementation steps, documenting AI client types, and using influence and change concepts to guide adoption. Attendees also explore effective ways to say “no” while maintaining trust, professionalism, and a strong service mindset.

Course Objectives:

Upon completion of this course, students will be able to:

• Support AI projects, tools, and user adoption
• Manage expectations while maintaining strong client service
• Provide practical generative AI user support
• Clarify and reinforce responsible AI policies
• Use tiered support, influence, and change concepts to guide AI adoption

This class is offered through a partnership with the ITML Institute.