Training course · Google Gemini · IT Service Desk & Support

Google Gemini for IT Service Desk and Support Teams

Make productive use of Google Gemini and Gemini in Workspace: Docs, Sheets, Gmail, Meet, custom Gems and NotebookLM for your sources.

Duration
1 day (7 hrs)
Format
Online or on-site
Language
German or English
Participants
open dates or exclusive for your team
Certificate
Certificate of attendance

Overview

“Google Gemini for IT Service Desk and Support Teams” is designed for roles such as First- and second-line service desk analysts, Team leads and service desk managers and IT administrators and end-user support and shows step by step how to use Google Gemini productively, safely and transparently in IT Service Desk & Support – from the fundamentals to advanced workflows.

For organisations running on Google Workspace, Gemini is the natural AI assistant: it is available as a standalone app and is also built directly into Gmail, Docs, Sheets, Slides, Drive and Meet. In this practical day you learn to combine both access points deliberately. You summarise email threads and draft replies, create document drafts based on existing files in Drive, structure and analyse spreadsheets in Sheets and have Meet take meeting notes automatically – always with a focus on your own day-to-day workflows.

You also build your own Gems: specialised assistants with fixed instructions and knowledge files that standardise recurring tasks across the team. With Deep Research you produce well-founded research reports, and you use NotebookLM as a source-grounded workspace that answers only from your own documents and cites the relevant passages. A dedicated module covers data protection and administration in Workspace environments. You leave with tested prompts, a working Gem and a clear picture of which Google tool suits which task.

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 use Gemini in Gmail, Docs, Sheets, Slides and Meet for your recurring tasks.
  • You write prompts that bring existing Drive files and emails into the context.
  • You build a custom Gem and share it with your team.
  • You work source-grounded in NotebookLM and obtain referenced answers from your own documents.
  • 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

Module 1 Gemini fundamentals and effective prompts
  • The Gemini app and Gemini in Workspace: access points and use cases
  • Prompts with task, context, format and references to Drive files
  • Web search, Deep Research and checking sources
  • Limitations, hallucinations and critical evaluation of output
Module 2 Gmail, Docs and Slides
  • Summarising email threads and drafting context-aware replies
  • Drafting, rewriting and tailoring documents in Docs
  • Pulling in and combining content from Drive files
  • Creating presentation content and images in Slides
Module 3 Sheets and Meet
  • Structuring tables, generating formulas and cleaning data
  • Analyses, summaries and charts in Sheets
  • Letting Meet take meeting notes automatically
  • Deriving action items and decisions from meeting notes
Module 4 Gems and NotebookLM
  • Creating custom Gems with instructions and knowledge files
  • Testing, improving and sharing Gems with the team
  • NotebookLM as a source-grounded workspace for your own documents
  • Generating summaries, study aids and audio overviews from sources
Module 5 Data protection, administration and rollout
  • Privacy commitments for Workspace customers versus personal accounts
  • Drive sharing settings and how they affect Gemini results
  • Handling personal and confidential data in line with GDPR
  • Usage policies and quality assurance within the team
Module 6 Practice lab: IT Service Desk & Support
  • Classifying and prioritising tickets
  • Fix suggestions from knowledge
  • Clear user communication
  • Writing knowledge articles
  • Self-service and chatbots
  • Scripts for routine tasks
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.

Prerequisites

Confident everyday use of Google Workspace (Gmail, Drive, Docs, Sheets); no prior AI knowledge is required. Experience in IT support or IT service management; basic scripting skills are helpful but not required.

Technical requirements

A laptop with an up-to-date browser and a Google Workspace account with Gemini features enabled; alternatively a Google account for the Gemini app and NotebookLM.

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 Online Request
  • Fri, 11 December 2026 Stuttgart Request
  • Fri, 15 January 2027 Online Request
  • Thu, 21 January 2027 Berlin Request
  • Mon, 1 February 2027 Online Request
  • Tue, 16 February 2027 Munich Request

Frequently asked questions

What is the difference between the Gemini app and Gemini in Workspace?

The Gemini app is a standalone chat assistant for research, writing and analysis. Gemini in Workspace works directly inside Gmail, Docs, Sheets, Slides and Meet and can draw on your emails and Drive files. In practice they complement each other: the app for open questions, the integrated version for work on specific documents.

Why would I use NotebookLM in addition to Gemini?

NotebookLM restricts its answers to the sources you upload – policies, studies or project files, for example – and points to the relevant passages. This reduces hallucinations and works well for getting up to speed on a topic, building internal knowledge collections or preparing training material. Gemini is broader in scope and can also draw on the web.

Is my Workspace data used to train Gemini?

For Google Workspace customers, Google commits that content from Gmail, Drive and other services is not used to train models outside your domain without permission. Different rules apply to personal accounts. Either way, GDPR and your internal policies remain decisive – in the course we review the relevant settings together.

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 “Google Gemini 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 1 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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