Marie Buckley, Sr. SMO Manager, DWS Delivery, and Alex Keating, SSG Pre-Sales Technical Services Manager at Lenovo, explore the evolution of the service desk and how AI is transforming workplace support. They discuss how service desks have shifted from traditional, manual support to highly automated, personalized, and omnichannel experiences.
The conversation covers AI-driven issue resolution, knowledge management, self-service tools, and the critical role humans still play in governance, validation, and personalized support. Lenovo’s approach combines AI-powered platforms with skilled global teams to reduce downtime, enhance employee experience, and increase productivity.
Chapters:
00:00 Introduction
00:18 Evolution of the Service Desk
01:10 Automation and AI in Support
02:05 Flexible Work and Employee Experience
02:50 Self-Service and Knowledge Management
03:40 Benefits: Productivity, Cost, and Engagement
04:25 The Role of Humans in an AI-Driven Desk
05:15 Lenovo’s Personalized, AI-Powered Advantage
06:10 Global Support and Omnichannel Services
