8 IT support and service desk
This chapter covers
- Leveraging AI for soft skills in the service desk
- Identifying problems and asking the right questions
- Crafting responses to technical problems
- Troubleshooting technical issues 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 the first point of contact for users who need help with their IT systems. The service desk is responsible for resolving routine incidents and service requests but also for escalating complex issues to other IT support teams. Since the service desk interfaces directly with end-users, it is often the first team to identify and report widespread issues.
In the prior two chapters, we demonstrated that chatbots excel in conversation, making the service desk a natural fit for AI. Service desk agents can leverage chatbots to solve technical problems, but also to address the emotional needs of users experiencing issues. Chapter 14 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 Help 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 issues, and they often need to be done in real time.