8 IT support and service desk
This chapter covers
- Using AI for soft skills at the service desk
- Identifying problems and asking the right questions
- Crafting responses to technical problems
- Troubleshooting technical problems with AI and custom GPTs
- The future of AI and the service desk
The service desk is a critical function in any organization: it is responsible for resolving routine incidents and service requests but also for escalating complex problems to other IT support teams. It is the first point of contact for users who need help with their IT systems. Because the service desk interfaces directly with end users, it is often the first team to identify and report widespread problems.
In the prior two chapters, we demonstrated that chatbots excel at conversation, making the service desk a natural fit for AI. Service desk agents can use chatbots to solve technical problems and address the emotional needs of users who are experiencing problems. Chapter 13 deep-dives into conflict resolution and crisis management in everyday roles, but in this chapter, we’ll focus on specific scenarios for the service desk, starting with emotional support.
8.1 Service desk therapy
The role of a service desk agent can be a stressful job, as users may be upset or frustrated when they contact the service desk. A combination of skills is needed to handle emotions and provide support to users who are experiencing these problems, often in real time.