This course provides an opportunity to understand and utilize Generative AI (GenAI) in problem-solving and customer interactions. Participants will learn how to automate tasks, resolve issues more quickly with AI assistance, and improve customer support with personalized service. The program covers the core functionalities and limitations of GenAI, offering practical applications for troubleshooting and support in real-world IT scenarios. Strategies for integrating GenAI into daily routines are also discussed.

Our learners include IT leaders, mid-career and senior IT support specialists, aspiring entry-level IT support specialists, and help desk professionals. IT leaders will understand how GenAI drives innovation and efficiency. Mid-career and senior specialists will enhance workflows and problem-solving with GenAI tools. Aspiring specialists will gain in-demand, future-proof skills, while help desk professionals will improve troubleshooting through AI-powered insights. Participants should be familiar with fundamental IT support concepts, troubleshooting procedures, and customer interaction protocols. Experience with programming languages or low-code platforms like Python or PowerShell is beneficial. Curiosity, an open mindset toward GenAI tools, and eagerness to experiment with GenAI are crucial. While deep technical knowledge isn't necessary, prior IT support experience will help learners understand and apply the GenAI-focused content. By the end of this course, learners will discover, apply, and consider GenAI's capabilities in IT support. Participants will identify GenAI's potential for basic IT tasks and understand its core principles and limitations. They will examine real-world applications, develop skills to integrate GenAI tools, and improve workflow efficiency and customer support. Learners will also compare risks and ethical considerations, deploy strategies for responsible integration, and reflect on how GenAI can enhance productivity and service quality.