Training course – Microsoft 365 Copilot – IT Service Desk & Support

Microsoft 365 Copilot for IT Service Desk and Support Teams

Use Microsoft 365 Copilot and Copilot Chat in Word, Excel, PowerPoint, Outlook and Teams productively, securely and in line with permissions.

Duration
6 hours, one session
Format
Online or on-site
Language
German or English
Participants
open dates or exclusive for your team
Certificate
Certificate of attendance

Overview

“Microsoft 365 Copilot 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 Microsoft 365 Copilot in the abstract, you work on tasks from your daily routine – with examples, exercises and templates from IT Service Desk & Support.

Microsoft 365 Copilot brings AI right into the applications where your daily work happens: Word, Excel, PowerPoint, Outlook and Teams. What sets it apart from publicly available chatbots is its grounding in your organisation's data via Microsoft Graph – Copilot can draw on the emails, meetings, chats and documents you already have access to. In this practical day you learn to use that connection deliberately: drafting content from existing files, summarising inboxes and long threads, following up on meetings and generating presentations from Word documents.

You also learn how the licensed Copilot differs from Copilot Chat, when web-grounded and when work-grounded answers make sense, and how to use both prebuilt and your own agents. A central topic is the permission model: Copilot only surfaces what you are allowed to see, so sharing settings in SharePoint, OneDrive and Teams directly determine the quality and security of results. You leave with tested prompts for every Office application and a clear understanding of responsible use within your tenant.

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 Copilot in Word, Excel, PowerPoint, Outlook and Teams for your recurring tasks.
  • You write prompts that draw on existing files, emails and meetings as context.
  • You distinguish between Microsoft 365 Copilot and Copilot Chat and choose the right mode.
  • You use prebuilt agents and create a simple agent of your own for your team.
  • 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 Copilot fundamentals and Microsoft Graph
  • Microsoft 365 Copilot and Copilot Chat: capabilities and licensing
  • Grounding in organisational data through Microsoft Graph
  • Switching between web and work context and referencing specific files
  • Prompt structure with goal, context, source and expectations
Module 2 Word and PowerPoint
  • Drafting from existing documents, notes and emails
  • Rewriting, shortening, adjusting tone and summarising text
  • Generating presentations from Word documents or outlines
  • Refining slides, adding speaker notes and sharpening key messages
Module 3 Excel and data analysis
  • Querying tables, spotting trends and highlighting outliers
  • Getting suggestions for formulas, calculated columns and conditional formatting
  • Creating charts and pivot analyses from natural language
  • Sanity-checking results and ensuring data quality
Module 4 Outlook, Teams and agents
  • Summarising long email threads and drafting replies
  • Summarising Teams meetings and extracting action items and open questions
  • Using Copilot Pages and Notebooks for collaborative work
  • Using prebuilt agents and creating your own with Agent Builder
Module 5 Permissions, data protection and governance
  • The permission model: Copilot only shows what you can access
  • Identifying oversharing in SharePoint, OneDrive and Teams
  • Sensitivity labels, data boundaries and GDPR considerations
  • Usage policies, team adoption and measuring impact
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 Word, Excel, PowerPoint, Outlook and Teams; 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 access to Microsoft 365 via your work account; a Microsoft 365 Copilot licence is ideal for all exercises, while Copilot Chat covers part of the content.

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.

Dates & locations

For every location we suggest a date roughly four weeks ahead. Your preferred date is always possible.

  • Munich Tue, 15 December 2026 6 hrs Request
  • Salzburg Thu, 10 December 2026 6 hrs Request
  • Berlin Fri, 11 December 2026 6 hrs Request
  • Augsburg Thu, 10 December 2026 6 hrs Request
  • Hanover Tue, 15 December 2026 6 hrs Request
  • Bremen Tue, 15 December 2026 6 hrs Request
  • Stuttgart Wed, 16 December 2026 6 hrs Request
  • Kaiserslautern Thu, 10 December 2026 6 hrs Request
  • Online Fri, 11 December 2026 6 hrs Request

Frequently asked questions

What is the difference between Microsoft 365 Copilot and Copilot Chat?

Copilot Chat is available to many work accounts without an additional licence and answers mainly from web content and uploaded files. The licensed Microsoft 365 Copilot also reaches your emails, meetings and documents through Microsoft Graph and is built directly into Word, Excel, PowerPoint, Outlook and Teams.

Can Copilot see my colleagues' confidential files?

Copilot respects existing permissions and only surfaces content you can already access yourself. Problems arise when files are shared too broadly – with the entire organisation, for instance. In the course you learn how to spot such oversharing and how to fix it properly together with your IT team.

Do I need prompting experience for this course?

No. We start with the fundamentals of good prompts and practise them directly in the Office applications. What matters is that you are comfortable using Word, Excel, PowerPoint, Outlook and Teams day to day. Everything else – from referencing files to working with agents – we build up step by step through realistic tasks.

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 “Microsoft 365 Copilot 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 6 hours of live training with a trainer, course materials, a lab environment and a certificate of attendance.

Can I suggest my own date?

Yes. For every location we suggest a date roughly four weeks ahead. In the request form you can always describe your preferred date or period in free text – we check availability and get back to you 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 and Kaiserslautern. We can also run the course exclusively for your team.

Can the course be tailored to our team?

Yes. Tailor-made courses cost approx. €4,500 more, depending on the topic and by arrangement. We agree content, examples and exercises with you in advance.

More courses for IT Service Desk and Support Teams

More Microsoft 365 Copilot courses

All 45 Microsoft 365 Copilot courses

Microsoft 365 Copilot – MunichMicrosoft 365 Copilot – SalzburgMicrosoft 365 Copilot – BerlinMicrosoft 365 Copilot – AugsburgMicrosoft 365 Copilot – HanoverMicrosoft 365 Copilot – BremenMicrosoft 365 Copilot – StuttgartMicrosoft 365 Copilot – KaiserslauternMicrosoft 365 Copilot – Online