Training course · Claude Code · IT Service Desk & Support

Claude Code for IT Service Desk and Support Teams

Agentic coding with Claude Code in the terminal and IDE: CLAUDE.md, subagents, hooks, MCP, CI pipelines and secure permissions.

Duration
2 days (14 hrs)
Format
Online or on-site
Language
German or English
Participants
open dates or exclusive for your team
Certificate
Certificate of attendance

Overview

“Claude Code for IT Service Desk and Support Teams” is a hands-on course for roles such as First- and second-line service desk analysts, Team leads and service desk managers and IT administrators and end-user support. Rather than learning Claude Code in the abstract, you work on tasks from your daily routine – with examples, exercises and templates from IT Service Desk & Support.

Claude Code is not only for professional developers. Business users with no programming background can use it to analyse data, clean up Excel and CSV files, generate reports or build small internal tools, all in plain language. You describe what should happen, and Claude Code writes and runs the necessary scripts itself. This course variant shows you how to put these capabilities to work in your daily job without needing to understand code, and how to check the results reliably before anyone relies on them.

You will work through realistic office scenarios: merging exports from several systems, producing analyses with charts, generating documents and mail merges automatically, or turning repetitive file chores into a single command. Working safely is a central theme: which data may be processed, how you stay in control of approvals, and when to involve your IT department. The result is a set of useful helpers that take load off your team while remaining transparent and easy to hand over.

The IT service desk is the first point of contact for incidents, requests and questions about devices, software and access. Rising ticket volumes, more complex IT estates and hybrid working put support teams under growing pressure. Generative AI and AI agents are changing this field particularly strongly: they classify and prioritise tickets, suggest fixes from the knowledge base, write clear replies for users, turn resolved cases into knowledge articles and answer standard requests through self-service around the clock. Scripts for recurring admin tasks can also be produced faster with AI. That leaves specialists more time for complex incidents, problem management and service improvement.

The course is delivered live – either online in a virtual classroom or on-site in our training rooms in Munich, Salzburg, Berlin, Augsburg, Hanover, Bremen, Stuttgart and Kaiserslautern. We can also run it exclusively for your team.

Who is this course for?

  • First- and second-line service desk analysts
  • Team leads and service desk managers
  • IT administrators and end-user support
  • IT service management and knowledge management leads
  • Internal and external support providers

Typical challenges we address

  • High ticket volumes with many repetitive requests
  • Incomplete or outdated knowledge bases
  • Users with very different levels of IT literacy
  • Meeting service levels with limited resources

What you will be able to do

  • You commission data analyses and file tasks from Claude Code in plain language.
  • You clean and combine Excel and CSV data and check the results for plausibility.
  • You automate recurring document and reporting tasks with reusable instructions.
  • You have small internal helper tools built and refine them step by step.
  • Handle tickets faster, more consistently and more user-friendly with AI support.
  • Build an up-to-date, well-structured knowledge base with AI.
  • Design self-service and automation solutions with a sensible handover to people.

Course outline

Day 1

Module 1 Getting started without coding skills
  • What a coding agent is and what it is allowed to do on your computer
  • Launching Claude Code and setting up a protected working folder
  • Describing tasks in everyday language: goal, input files, expected result
  • Understanding approval prompts and consciously accepting or declining them
Module 2 Analysing data in Excel and CSV files
  • Cleaning exports: duplicates, date formats, missing values
  • Combining several tables and calculating key figures
  • Producing charts and summaries as Excel files or images
  • Sanity-checking results with spot checks and cross-calculations
Module 3 Automating documents and routine tasks
  • Generating reports, minutes and mail merges from templates and data
  • Renaming, sorting and converting files automatically
  • Saving recurring procedures as reusable instructions
  • Writing a simple team guide in CLAUDE.md
Module 4 Building small scripts and internal tools
  • From idea to working helper: stating requirements clearly
  • Having simple input forms or local web interfaces created
  • Improving step by step: describing problems instead of debugging yourself
  • Documenting results so colleagues can use them

Day 2

Module 5 Working safely and responsibly
  • Handling personal and confidential data correctly
  • Limiting permissions and working only in approved folders
  • Recognising limits: when a tool should be handed over to IT
  • Coordinating with IT, data protection and business owners
Module 6 Hands-on project: your own solution for IT Service Desk & Support
  • Ticket triage tool – A small web app that reads ticket exports, groups requests by topic and highlights frequent problem areas as candidates for self-service solutions.
  • Knowledge article editor – An internal tool that generates a draft article from ticket notes using a fixed template and manages the article's approval status.
  • Onboarding checklist – An app that generates a role-based checklist of access rights, devices and software for new starters and tracks progress. Offboarding works the same way.
Module 7 Data protection, quality & transfer to daily work
  • Tickets often contain personal data, access details and information about IT infrastructure that must not flow into unapproved AI services; passwords and keys never belong in prompts. Using ticket data to evaluate staff performance requires compliance with the GDPR and employee representation rules, and AI-generated scripts must be reviewed according to IT security policies.
  • Ground rules for safe AI use in your team
  • Checking results: facts, sources, tests and the four-eyes principle
  • Personal action plan for the next 30 days
  • Open questions, outlook and resources for further learning

Practical scenarios from your field

Classifying and prioritising tickets

Incoming tickets are categorised by type, urgency and affected service, missing information is detected and follow-up questions to users are prepared automatically. Duplicate tickets and related incidents are detected too.

Fix suggestions from knowledge

Drawing on the knowledge base, past tickets and vendor documentation, AI suggests resolution steps, which the analyst checks and adapts to the specific situation. Sources are always cited.

Clear user communication

Technical fixes are turned into clear, friendly step-by-step guides, incident status updates are drafted and replies are provided in several languages. Fewer follow-up questions arise, and users can solve simple issues themselves.

Writing knowledge articles

Resolved tickets and notes become structured knowledge articles with symptom, cause and resolution; outdated articles are identified and flagged for review. Team knowledge keeps growing and stays current.

Self-service and chatbots

AI agents answer standard questions such as password resets, VPN setup or printer issues in the self-service portal and hand complex cases to the team with a summary.

Scripts for routine tasks

Administrators use AI to create PowerShell or Bash scripts for recurring tasks such as user provisioning or reports, and test them carefully before use. A review before production use is mandatory.

Possible hands-on projects

Ticket triage tool

A small web app that reads ticket exports, groups requests by topic and highlights frequent problem areas as candidates for self-service solutions.

Knowledge article editor

An internal tool that generates a draft article from ticket notes using a fixed template and manages the article's approval status.

Onboarding checklist

An app that generates a role-based checklist of access rights, devices and software for new starters and tracks progress. Offboarding works the same way.

Prerequisites

No programming knowledge is needed; confident use of Excel, files and folders on your own computer is sufficient. Experience in IT support or IT service management; basic scripting skills are helpful but not required.

Technical requirements

Your own laptop with admin rights, Git, a Node.js runtime and an up-to-date editor; a Claude subscription or Anthropic API access is required for the exercises.

Data protection & compliance

Tickets often contain personal data, access details and information about IT infrastructure that must not flow into unapproved AI services; passwords and keys never belong in prompts. Using ticket data to evaluate staff performance requires compliance with the GDPR and employee representation rules, and AI-generated scripts must be reviewed according to IT security policies.

Suggested dates

All dates are suggestions – your preferred date is always possible.

  • Tue, 24 November 2026 – Wed, 25 November 2026 Online Request
  • Mon, 30 November 2026 – Tue, 1 December 2026 Hanover Request
  • Tue, 15 December 2026 – Wed, 16 December 2026 Online Request
  • Thu, 14 January 2027 – Fri, 15 January 2027 Online Request
  • Tue, 19 January 2027 – Wed, 20 January 2027 Munich Request
  • Wed, 3 February 2027 – Thu, 4 February 2027 Online Request

Frequently asked questions

How is Claude Code different from traditional code completion?

Code completion suggests the next few lines, whereas Claude Code acts as an agent that handles whole tasks: it searches the repository, plans changes across several files, runs tests and commands, and corrects itself based on the results. You define the goal and review the outcome instead of steering every single line yourself.

Is Claude Code secure enough for enterprise use?

By default, Claude Code asks for approval before editing files or running commands. Permission rules, sandboxing, managed settings and hooks let you define precisely what the agent may do. During the course you learn to configure these mechanisms to match your security and data protection requirements and to assess risks such as prompt injection.

Does Claude Code work with my language and tech stack?

Yes. Claude Code is language-agnostic because it works with files, terminal commands and your existing build and test tooling. Whether you use Python, Java, TypeScript, Go, SAP-related code or infrastructure as code, what matters most is a well-written CLAUDE.md describing your commands and conventions. Each course variant adds the relevant domain focus.

Will an AI chatbot replace first-line support?

An AI agent can resolve many standard requests on its own and pre-qualify tickets. Complex incidents, exceptions and users who need personal help stay with the team. Success depends on a clear handover with a summary. In the course you design such handovers and define which cases are suitable for automation.

How do I prevent incorrect fix suggestions from AI?

Ground the AI in verified knowledge such as your knowledge base and vendor documentation, ask for sources and check critical steps before executing them. For changes to systems, the four-eyes principle applies. The course shows how to build quality assurance into the support process.

How much does “Claude Code for IT Service Desk and Support Teams” cost?

The course costs a flat €949 plus VAT per participant – whether online or on-site. This includes 2 training day(s) with a live trainer, course materials, a lab environment and a certificate of attendance.

Can I suggest my own date?

Yes. Our suggested dates are just a guide. In the request form you can always describe your preferred date or period in free text – we check availability and confirm within one working day.

Is the course online or on-site?

Both are possible: live online in a virtual classroom or on-site in Munich, Salzburg, Berlin, Augsburg, Hanover, Bremen, Stuttgart or Kaiserslautern. We can also run the course exclusively for your team.

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