CompTIA AI Help Desk Essentials

Price
$99.00 USD

Duration
1 Day

 

Delivery Methods
Virtual Instructor Led
Private Group

Course Overview

CompTIA AI Help Desk Essentials is a focused, one-day course that helps support professionals apply generative AI to common help desk workflows. Learners practice using AI to summarize and clarify tickets, prioritize issues, diagnose problems from symptoms and logs, create safe troubleshooting paths, draft policy-aligned customer communications, document resolutions, and build reusable support content.

The course combines prompt fundamentals with hands-on activities and demonstrations, while emphasizing responsible AI use, security, and verification of AI-generated output.

Course Objectives

  • Explain generative AI fundamentals and the elements of an effective prompt.
  • Use AI responsibly by recognizing risks, verifying outputs, and identifying common AI errors.
  • Summarize, clarify, and prioritize support tickets using effective prompts and workflows.
  • Use symptoms, logs, and error information to support issue diagnosis.
  • Create structured troubleshooting paths and recommend safe next steps.
  • Draft clear, policy-aligned customer responses and user-facing updates.
  • Generate useful ticket notes and document resolutions consistently.

Who Should Attend?

  • Help desk and service desk professionals
  • Technical support specialists and support analysts
  • IT professionals responsible for ticket triage, troubleshooting, and user communication
  • Support team leads seeking consistent, responsible AI-enabled workflows
  • Professionals who want practical experience using generative AI in a support environment
  • Top-rated instructors: Our crew of subject matter experts have an average instructor rating of 4.8 out of 5 across thousands of reviews.
  • Authorized content: We maintain more than 35 Authorized Training Partnerships with the top players in tech, ensuring your course materials contain the most relevant and up-to date information.
  • Interactive classroom participation: Our virtual training includes live lectures, demonstrations and virtual labs that allow you to participate in discussions with your instructor and fellow classmates to get real-time feedback.
  • Post Class Resources: Review your class content, catch up on any material you may have missed or perfect your new skills with access to resources after your course is complete.
  • Private Group Training: Let our world-class instructors deliver exclusive training courses just for your employees. Our private group training is designed to promote your team’s shared growth and skill development.
  • Tailored Training Solutions: Our subject matter experts can customize the class to specifically address the unique goals of your team.

Learning Credits: Learning Credits can be purchased well in advance of your training date to avoid having to commit to specific courses or dates. Learning Credits allow you to secure your training budget for an entire year while eliminating the administrative headache of paying for individual classes. They can also be redeemed for a full year from the date of purchase. If you have previously purchased a Learning Credit agreement with New Horizons, you may use a portion of your agreement to pay for this class.

If you have questions about Learning Credits, please contact your Account Manager.

Corporate Tech Pass: Our Corporate Tech Pass includes unlimited attendance for a single person, in the following Virtual Instructor Led course types: Microsoft Office, Microsoft Technical, CompTIA, Project Management, SharePoint, ITIL, Certified Ethical Hacker, Certified Hacking Forensics Investigator, Java, Professional Development Courses and more. The full list of eligible course titles can be found at https://www.newhorizons.com/eligible.

If you have questions about our Corporate Tech Pass, please contact your Account Manager.

Course Prerequisites

No advanced AI experience is required. Familiarity with basic help desk concepts, support tickets, and customer communication will help learners connect the activities to their daily work.

Agenda

Course Kickoff and AI Fundamentals

  • Course Introduction
  • Course Introduction
  • How to Use this Course
  • Activity: Pre-Assessment
  • Prompt Fundamentals
  • Introduction to Generative AI
  • Elements of an Effective Prompt
  • Introduction to Contextual Files
  • Activity: Crafting an Effective Prompt
  • Using AI Responsibly and Securely
  • The Risks of Using AI
  • The Importance of Verifying AI Outputs
  • Types of Errors in AI Outputs
  • Activity: Verifying AI Outputs

Triage and Diagnose Support Issues with AI

  • Summarizing, Clarifying, and Prioritizing Tickets with AI
  • Summarizing, Clarifying, and Prioritizing Tickets with AI
  • Sample Prompts and Workflows
  • Activity: Summarizing, Clarifying, and Prioritizing Tickets
  • Simple Demo: Summarizing, Clarifying, and Prioritizing Tickets
  • Advanced Demo: Summarizing, Clarifying, and Prioritizing Tickets
  • Activity: Summarizing, Clarifying, and Prioritizing Tickets with AI
  • Diagnosing Issues Using Symptoms, Logs, and Errors
  • Diagnosing Issues Using Symptoms, Logs, and Errors
  • Sample Prompts and Workflows
  • Simple Demo: Diagnosing Issues Using Symptoms, Logs, and Errors
  • Advanced Demo: Diagnosing Issues Using Symptoms, Logs, and Errors
  • Activity: Diagnosing Issues Using Symptoms, Logs, and Errors
  • Creating Troubleshooting Paths and Safe Next Steps
  • Creating Troubleshooting Paths and Safe Next Steps
  • Sample Prompts and Workflows
  • Simple Demo: Creating Troubleshooting Paths
  • Advanced Demo: Creating Troubleshooting Paths
  • Activity: Creating Troubleshooting Paths and Safe Next Steps
  • Module 2 Review

Communicate and Close Support Tickets with AI

  • Drafting Clear, Policy-Aligned Customer Communication
  • Drafting Clear, Policy-Aligned Customer Communication
  • Sample Prompts and Workflows
  • Draft and Adapt Customer-Facing Responses
  • Activity: Draft and Adapt Customer-Facing Responses
  • Summarizing Interactions into User-Facing Updates
  • Summarizing Interactions into User-Facing Updates
  • Sample Prompts and Workflows
  • Summarize Conversations into User-Facing Updates
  • Activity: Summarize Conversations into User-Facing Updates
  • Documenting Resolutions and Closing Tickets
  • Documenting Resolutions and Closing Tickets
  • Sample Prompts and Workflows
  • Generate Clear Ticket Notes
  • Activity: Documenting Resolutions and Closing Tickets
  • Module 3 Review

Scale Support with Reusable AI-Generated Content

  • Creating Scripts and Account-Support Instructions
  • Creating Scripts and Account-Support Instructions
  • Sample Prompts and Workflows
  • Demo: Creating Scripts and Account-Support Instructions
  • Activity: Creating Scripts and Account-Support Instructions
  • Building Knowledge Base Articles and Quick-Start Guides
  • Building Knowledge Base Articles and Quick-Start Guides
  • Sample Prompts and Workflows
  • Simple Demo: Building Simple Knowledge Base Articles
  • Building Advanced Knowledge Base Articles
  • Activity: Building Knowledge Base Articles
  • Module 4 Review
 

Get in touch to schedule training for your team
We can enroll multiple students in an upcoming class or schedule a dedicated private training event designed to meet your organization’s needs.

CourseID: 3607026E
 



Do You Have Additional Questions? Please Contact Us Below.

contact us contact us 
Contact Us about Starting Your Business Training Strategy with New Horizons