AI Mayak
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IT and tech

IT help desk specialist (Tier 1)

Shrinking

Routine requests such as a password reset or an email setup are increasingly handled by chatbots and self-service, so Tier 1 support as it exists today is shrinking. The work that stays is in Tier 2 support and in setting up and running those bots.

  • 5 lessons
  • 4 tools
  • 2 resources
  • Checked: October 2026

Where this job sits on the map

In the same group: 8 of 100 professions.

What changes

  1. A bot answers the routine questions from the knowledge base, and only the hard ones reach a person.

  2. Companies increasingly hand support to outside contractors.

  3. What's valued is being able to set up the bot and maintain the knowledge base it answers from.

AI drafts, the person decides

How the work splits here: AI prepares a draft, the person checks it and makes the call.

AI makes the draft

What AI does

  • Answers routine questions from employees and customers
  • Walks people through setting up email, a printer or a VPN
  • Sorts tickets and hands the hard ones to a person
  • Writes and updates knowledge base articles
You check itRead it, check the facts, fix it. Without this check the draft goes nowhere.
You decide and stay responsible

What stays with the person

  • Hard and unusual cases
  • Hands-on work with hardware on site
  • A calm conversation with a person whose whole setup broke right before a deadline
  • Quality control of the bot's answers

What to learn first

5 lessons from the course, in order. Start with the first one.

  1. Your first 30 minutes with AI: where to startStarting from zeroYour first 30 minutes with AI: sign up, ask three questions, try seven everyday tasks, learn what never to share and which plan to pick.Start here
  2. How to write a good promptUserHow to give AI a task: the five parts of a good prompt, Plan Mode, and how to refine an answer instead of starting over.
  3. AI Customer Support: a ticket system, RAG over a knowledge base, smart supportBuilderCustomer support with Claude: ticket classification, answers from a knowledge base, escalation to a human and metrics.
  4. Chatbot managers: NLP, intent routing and smart handoff to a humanBuilderA chatbot with intent routing: Claude Haiku, rules, handoff to an operator and metrics.
  5. AI chat on your website: Crisp + Claude, a smart widgetBuilderA Claude chat widget on your website: a Crisp webhook, handoff to a human, RAG over your docs and question analytics.

Which tools to use

  • AI support agent trained on your documents and website, with a free plan available.

    Freemium

  • A support ticket system: email, chat and social in one queue, plus AI agents.

    Paid

  • Shared support inbox with a knowledge base and AI answers, plus a free plan.

    Freemium

  • Visual builder for AI agents: knowledge, conversation flows and channel connections.

    Freemium

Ready-to-use materials

  • Instructions for a project that drafts customer replies strictly from your own knowledge base.

    Free

  • Assess the risk, spot the signs of a made-up answer and run a 5-minute check before you act on what AI says.

    Free

How to earn with AI

We don't promise income: results depend on your niche, your market and your work.

  • Job

    Move into Tier 2 support or implementation: learn to set up a support bot and maintain its knowledge base.

  • Service

    Setting up an AI support assistant for a small company: the knowledge base, the conversation flows, and handing hard questions to a person.

  • Product

    A ready-made knowledge base of common office IT questions that can be connected to a bot.

Similar professions

Checked: October 2026