AI won't replace the support analyst – but the analyst who uses AI will replace the one who doesn't. The role is changing: less repetitive typing, more analysis and decision-making.
What AI already does in support
- Summarize tickets: threads with 50 interactions become a 3-paragraph summary
- Suggest responses: based on history and knowledge base
- Automatic triage: classify tickets by category and priority
- Chatbots: resolve simple questions without involving a technician
In GLPI, the AI Assist module integrates OpenAI GPT and Google Gemini directly in the ticket.
What AI doesn't do (yet)
- Diagnose complex problems with undocumented variables
- Negotiate with frustrated users who need empathy
- Decide when to escalate vs when to resolve with a workaround
- Understand political/organizational context that affects the real priority
Skills to develop
Technical
- Learn to use AI tools as assistants (effective prompts)
- Specialize in niche areas (cloud, security, automation)
- Understand ITIL and service management processes
Human
- Clear and empathetic communication
- Analytical thinking (root cause, not symptom)
- Time management and prioritization
The analyst of the future
Less: copy/pasting standard responses, filling in fields manually, reading long threads.
More: analyzing patterns, proposing process improvements, using AI as a tool, solving what AI can't.
