Introduction to Technical Support
Gain the daily work skills and knowledge you’ll need for IT Technical Support career success.This course, part of the IBM Technical Support Professional Certificate, is designed for beginners with no prior IT experience or formal degree.
Get an insider’s view into IT Support work. Learn about IT Support roles and levels, the support escalation matrix, ticketing systems, common support tools, and remote support software. Then, hear about career opportunities and career pathways from experienced, expert Information Technology professionals.
By the end of this course, you will be able to:
- Describe and develop a customer service and support mindset.
- Define the levels of IT support and the escalation matrix.
- Explore the features and benefits of ticketing systems.
- Identify support tools and systems used in technical support.
- Explore various tech support roles and responsibilities, including service level agreement responsibilities.
- Recognize the career paths and progression in Technical Support.
These skills will equip you to speak with prospective employers and ask insightful questions that demonstrate your knowledge of the day-to-day administrative role-related responsibilities.
Define technical support, tech support, IT support, customer support mindset, the various levels of IT support, and the escalation matrix
Discover soft and technical skills required and opportunities available for a career in Technical Support
Explore the features and benefits of ticketing systems
Identify the various methodologies and frameworks popular in technical support
Syllabus
Syllabus - What you will learn from this course
Week 1
Industry Professionals’ Guide to Technical Support
Week 2
Technical Support Skills and Opportunities
Week 3
Support Tools, Support Tiers, and Service-Level Agreements
Week 4
Ticketing Systems
Week 5
Final Hands-on Project and Quiz
FAQ
When will I have access to the lectures and assignments?
Access to lectures and assignments depends on your type of enrollment. If you take a course in audit mode, you will be able to see most course materials for free. To access graded assignments and to earn a Certificate, you will need to purchase the Certificate experience, during or after your audit. If you don't see the audit option:
What will I get if I subscribe to this Certificate?
When you enroll in the course, you get access to all of the courses in the Certificate, and you earn a certificate when you complete the work. Your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile. If you only want to read and view the course content, you can audit the course for free.
What is the refund policy?
If you subscribed, you get a 7-day free trial during which you can cancel at no penalty. After that, we don’t give refunds, but you can cancel your subscription at any time. See our full refund policy.
Reviews
A very good course for gaining all the brief knowlegde about "What is Technial Support " .
An informative intrdution class to technical support.
The lessons were straight forward, and simple to understand. This course is making it possible to learn the fundementals of IT Support in a fast and reasonable pace.
This was intuitive.. great for beginners, like me!
