Course Overview
AI is transforming how IT support teams operate, enabling faster ticket resolution, smarter troubleshooting, and improved user satisfaction. This mentor-led course introduces practical ways to integrate AI tools such as Copilot and ChatGPT into everyday IT support workflows, aligned with modern service desk practices.
You will explore how to use AI for common support scenarios, including diagnosing issues, generating scripts, drafting responses, and managing knowledge bases. The course focuses on real-world applications, ensuring learners gain confidence in applying AI responsibly within IT environments.
By the end of the programme, you will be able to enhance productivity, reduce manual effort, and deliver consistent support outcomes. Through practical scenarios, you will build repeatable workflows that improve efficiency while maintaining governance and quality standards.
Hands-On Learning
Apply AI tools in realistic ticketing and troubleshooting scenarios.
Mentor-Led Sessions
Guided sessions with experts using real-world IT support use cases.
Career-Ready Skills
Develop AI-driven workflows to improve IT service desk performance.
Learning Outcomes
Design AI-assisted support workflows
Analyse tickets using AI tools
Implement automation for repetitive tasks
Evaluate AI outputs for accuracy
Communicate effectively using AI-generated responses
Lead responsible AI adoption in teams
Prerequisites
Basic IT support knowledge
Familiarity with ticketing systems
General computer and scripting awareness
Detailed Syllabus
Step-by-step learning journey from basics to professional practice
Topics Covered
- Introduction to AI in IT support
- Setting up Copilot and ChatGPT tools
- Responsible AI usage principles
Skills You'll Gain
Master these in-demand skills through hands-on practice
Career Progression
A clear view of the roles this programme supports, what typically comes next, and where learners progress over time
Ways to Learn
Choose the learning format that works best for you and your team
Live Online
Instructor-Led Training
Join live instructor-led sessions from anywhere. Interactive, engaging, and flexible.
- Live instructor interaction (real-time)
- Trainer-led walkthroughs and real examples
- Guided resources and session notes provided
- Structured Q&A and practical discussion
Price per person
Group enrolments and early planning options available.
All prices are exclusive of VAT where applicable. Group enrolments and custom packages available on request.
Prefer a Faster, Personalised Route into IT?
Not everyone learns best in a group. If you want focused guidance, faster clarity, and confidence you can use on the job, our 1-to-1 Fast-Track Training gives you private, mentor-led support tailored to your experience and goals.
"Many learners choose 1-to-1 when they want understanding, not memorisation."
Exam & Certification Information
Everything you need to know about the certification exams
Important Information
You will receive an Xcademia certificate of completion based on participation and successful completion of labs and scenario simulations.
Credential
Certificate of Completion
On successful completion of AI Tools for IT Support, learners receive an Xcademia Certificate of Completion. This standalone certificate is issued directly by Xcademia and is aligned with globally recognised frameworks and best practices.
Frequently Asked Questions
Everything you need to know about this course
No, this is a foundation-level course designed for beginners.
Ready to Start Your Learning Journey?
Take the next step in your professional development