If you work on a Service Desk, you know how challenging and rewarding it can be. You have to deal with a variety of technical issues, user requests, and deadlines. You also have to keep learning new skills and updating your knowledge. That’s why Copilot is such a valuable tool for Alex Anderson, our Head of Support and his team of Service Desk Engineers. It helps streamline workflows, improve communication, and increase productivity. Here’s what Alex has to say about it.
How does Copilot help you?
“One of the things that Copilot in Teams does really well is answer specific questions about a call with a user. We can ask Copilot in Teams during or after the call, and it will provide us with the relevant information and suggestions. This saves us time and effort, as we don’t have to search for the answers ourselves or rely on our memory. We can also add the information that Copilot in Teams gives us to the ticket notes, so we can document the issue and the solution more accurately and clearly.”
“Another way that Copilot helps us is by making it easier to create training guides. We use Copilot in PowerPoint to generate slides that explain how to perform certain tasks or troubleshoot common problems. Copilot in PowerPoint also helps us to make our slides more engaging and appealing, by adding custom images directly into the slides based on the content, without having to search for them. We use these guides to share our expertise and best practices with our colleagues, especially new or junior members of our team.”
“We also use Copilot in Word to create and update technical documentation. This includes user guides, knowledge base articles, and policy documents. Copilot in Word helps us to write faster, better, and more consistently, by suggesting improvements and corrections. Copilot in Word also speeds up the review process, by highlighting any errors or inconsistencies and offering solutions.”
“Last but not least, Copilot in Edge is a powerful ally for our technical teams, especially when we need to learn new skills or troubleshoot technical issues. Copilot in Edge can replace Google search almost entirely, as it can provide us with the most relevant and reliable information from trusted sources. Copilot in Edge can also help us to find the best online courses, tutorials, and forums, where we can learn from other experts and peers.”
Top tip
Enable the option to use Copilot in meetings without recording by setting up the relevant Teams Meeting policy . This enables you to be able to query Copilot during the meeting even if recording/transcription is not turned on at the start of the meeting.
Learn more here: Use Copilot without recording a Teams meeting – Microsoft Support
