IT support assistant

How do you build an assistant that suggests verifiable IT responses and passes incidents outside its scope to human support staff?

1250 € per session, excl. VAT

In short

In a half-day session of 3 hours you build a conversational prototype limited to common IT incidents. You prepare its instructions, reference documents and escalation rules, then assess its responses to fictitious tickets to decide which corrections are needed before any internal pilot.

Why this training?

A support assistant can produce a plausible procedure that is unsuitable for the workstation concerned. Defining which incidents can be handled, requiring documentary references and allowing the assistant to refrain from answering prevents fluent responses from being confused with technical accuracy. The prototype is used to test an approach before any integration: what information to request, which actions to allow and when to hand over. A test grid makes errors, omissions and missed escalations visible. Running case study: The fictitious organisation Brumelis Cartographie receives recurring requests about VPN connections, printers and application access. Its support team wants to trial an assistant for initial enquiries, with no connection to the ticketing system or administrator rights, using six validated fictitious procedures. Application at work: After the session, select a limited real-world scope with the support manager, have the procedures validated and rerun the tests on anonymised cases. Make every pilot conditional on security and business approval, with a named person responsible for keeping responses up to date.

Objectives of this training

  • Define the incidents covered by the prototype and its exclusions.
  • Select procedures that can be used as references for responses.
  • Write instructions for clarification, diagnosis and escalation.
  • Assemble a conversational prototype in an authorised environment.
  • Evaluate responses and prioritise corrections before a pilot.

Who is it for and what are the prerequisites?

Roles and tasks concerned

  • Support technicians and service desk managers wishing to trial assisted initial support.
  • IT focal points and product managers responsible for defining the scope of an internal assistant.

Prior skills

  • Have prior experience of using generative AI and know how to modify an instruction.
  • Be familiar with IT ticket handling and the principles of access management.

What you will work on

  1. Define the scope of initial support

    Objective: Set the boundaries of the service provided. Types of incidents, minimum information, reversible actions and situations requiring human intervention.

  2. Prepare references and instructions

    Objective: Ground responses in checked procedures. Procedure structure, version, preconditions, cited source, refraining from answering when information is missing, and handling malicious instructions contained in a ticket.

  3. Assemble and test the dialogue

    Objective: Produce a usable prototype without technical integration. Adding references to the authorised context, response format, successive questions and a summary for the technician.

  4. Measure and decide on corrections

    Objective: Assess quality before an internal trial. Accuracy, relevance of references, confidentiality and escalation; ambiguous cases, cases outside the scope and attempts to bypass restrictions.

What you take away

  • Scope document and escalation matrix.
  • A collection of six referenced and checked procedures.
  • Conversational prototype with reusable instructions.
  • Completed grid of ten tests and a prioritised list of corrections.

Method and assessment

  • Short explanations followed by immediate practice using the running case study.
  • Individual work followed by work in pairs, with peer review of the outputs.
  • Guided group discussion: what works, what needs correcting and what remains a human decision.
  • Preparation: Have access to an AI environment authorised by the organisation; check the conditions for using the documents. Prepare fictitious or anonymised procedures and tickets, without identifiers, secrets, sensitive internal addresses or personal data.

Observable criteria: Each selected incident has a reference procedure and an explicit escalation condition. ; The prototype requests missing information without asking for a password. ; Technical responses refer to a supplied procedure and distinguish facts from assumptions. ; The ten tests include an expected outcome, an observed response and a justified verdict. ; Critical failures are identified as blockers before any pilot..

Frequently asked questions

Do you need to know how to program?

No. The prototype relies on instructions and documentary references, with no mandatory software development.

Does the assistant take action on workstations?

No. It suggests authorised steps and prepares an escalation; no system actions are executed.

Can you use real tickets?

Only after anonymisation and in accordance with the organisation's rules; otherwise, the exercises use fictitious cases.

Is the prototype ready for production?

No. The tests guide corrections; security, permissions, document maintenance and integration still need to be validated.

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