Artificial Intelligence is rapidly changing the way IT service desks operate. It can already handle many common L1 tickets such as answering repetitive questions, categorizing and routing tickets, suggesting solutions, performing basic troubleshooting and automating requests like password resets.

This raises an obvious question: "Can AI replace L1 Service Desk support entirely?"

The answer is probably not completely. AI is very effective when an issue is predictable and follows a defined process. For example, it can guide users through a password reset, check for known issues, recommend knowledge articles or perform basic diagnostics without involving a technician.

However, not every IT issue is straightforward. Users may describe problems inaccurately, incidents can have multiple possible causes and some requests require business context or human judgment. Complex incidents, sensitive access requests, exceptions and situations requiring empathy are areas where human involvement remains important.

Rather than replacing L1 technicians, AI is more likely to change their role. Instead of spending most of their time handling repetitive tickets, technicians can focus on complex issues, exceptions, proactive support, problem management and service improvement. AI can also assist technicians by providing relevant knowledge, previous resolutions, diagnostic information and suggested next steps.

A good approach may therefore be an AI-first human-assisted service desk. AI handles routine requests and troubleshooting, while more complicated issues are seamlessly handed over to a technician with the relevant conversation and diagnostic history already available.

Ultimately, the goal shouldn't be to maximize the number of tickets AI can deflect. It should be to resolve issues faster, improve the user experience and allow service desk teams to focus on work where human expertise adds real value.

So perhaps the more useful question isn't "Can AI replace L1 support?" but:

Which parts of L1 support should we automate and where do we still need human judgment?

That is likely to be the more important ITSM discussion as AI becomes increasingly embedded in service desks.

With all of this in mind, ServiceDesk Plus offers AI-powered assistant roles to assist technicians with initial analysis and other tasks.