Introduction to Technical Support
Technical Support professionals are in great demand! This is the first course in the IBM IT Support Professional Certificate program, designed to prepare you for a rewarding career in technical support. You will begin this self-paced course by learning what Informational Technology (IT) support is all about. You'll find out the roles and responsibilities of Technical Support professionals and become familiar with all the different career paths you can take in Technical Support.
Monthly Subscription Starting at AED 99 + VAT
- Level Foundation
- المدة 12 ساعات hours
- الطبع بواسطة IBM
-
Offered by
عن
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.الوحدات
Welcome
-
3
Videos
-
1
Readings
3
Videos
- Optional: IBM Technical Support Professional Certificate
- Optional: Professional Certificate: Overview of Courses
- Course Introduction
1
Readings
- Course Introduction
What is Technical Support?
-
6
Videos
-
3
Readings
-
1
Discussion
-
2
Assignment
2
Assignment
- Practice Quiz: Industry Professionals’ Guide to Technical Support
- Graded Quiz: Industry Professionals’ Guide to Technical Support
1
Discussions
- [Optional] Introductions
6
Videos
- Becoming a Technical Support Professional
- Insiders' Viewpoints – Background for Tech Support
- Career Opportunities in Technical Support
- Insiders' Viewpoints – Getting Started in Tech Support
- Technical Support Roles and Responsibilities
- Introduction to IT Infrastructure
3
Readings
- Activity: Identifying Technical Support Responsibilities
- Median Salary Ranges in Technical Support
- Summary & Highlights
Technical Support Skills and Opportunities
-
10
Videos
-
3
Readings
-
1
Discussion
-
1
Plugin
-
2
Assignment
2
Assignment
- Practice Quiz: Technical Support Skills and Opportunities
- Graded Quiz: Technical Support Skills and Opportunities
1
Discussions
- [Optional] Describe a positive customer support experience
10
Videos
- Technical Support Soft Skills
- Technical Support Professionalism
- Insiders' Viewpoints – Customer Support Mindset
- Basics of Technical Skills
- Performance Evaluation of Technical Support Professionals
- Insiders' Viewpoints - Feedback and Rewarding Experiences
- Career Paths and Progression in Technical Support
- Insiders' Viewpoints – Career Paths in Tech Support
- Industry Certifications for Technical Support
- Insiders' Viewpoints - Skills for Success in Technical Support
3
Readings
- Activity: Identifying Skills in Technical Support
- How to Increase Your Salary as a Tech Support Professional
- Summary & Highlights
Support Tools, Support Tiers, and Service-Level Agreements
-
8
Videos
-
5
Readings
-
1
Discussion
-
2
Assignment
2
Assignment
- Practice Quiz: IT Support Tiers and Service-Level Agreements
- Graded Quiz: IT Support Tiers and Service-Level Agreements
1
Discussions
- [Optional] Managing a handoff
8
Videos
- Overview of Support Channels
- Remote Support Tools
- Remote Access
- Insiders' Viewpoints – Remote Support
- Levels of Technical Support
- Service-Level Agreements (SLAs)
- Insiders' Viewpoints – What are SLAs?
- The Escalation Matrix
5
Readings
- Activity: Connecting to a Computer Remotely
- Future of Technical Support Tools (Emerging Trends)
- Activity: Classify Support Levels for Resolving IT Issues
- Activity: Managing Your Escalations
- Summary & Highlights
Ticketing Systems
-
10
Videos
-
4
Readings
-
1
Discussion
-
2
Assignment
2
Assignment
- Practice Quiz: Support Tools and Ticketing Systems
- Graded Quiz: Support Tools and Ticketing Systems
1
Discussions
- [Optional] Discuss your technical problem-solving experiences
10
Videos
- What are Ticketing Systems?
- Handling Difficult Situations
- Features and Benefits of Ticketing Systems
- Popular Ticketing Systems
- Insiders' Viewpoints - Ticketing Systems
- Introduction to Troubleshooting
- Tech Support Methodologies & Frameworks
- Insiders' Viewpoints – Advances in Technical Support
- Effective Documentation & Communication
- A Day in the Life of a Technical Support Specialist
4
Readings
- Activity: Exploring the Lifecycle of a Ticket
- Activity: Logging a Support Ticket
- Cheat Sheet for Logging a Ticket
- Summary & Highlights
Hands-on Project: Ticketing Systems
-
1
Plugin
Final Quiz
-
1
Readings
-
1
Discussion
-
1
Assignment
1
Assignment
- Final Quiz
1
Discussions
- [Optional] Your plans for your future
1
Readings
- Summary & Highlights
Course Wrap Up
-
1
Videos
-
2
Readings
1
Videos
- Insiders' Viewpoints - Tech Support: A Great Career Choice!
2
Readings
- Thanks from the Course Team
- Congrats & Next Steps
Auto Summary
Kickstart your career in IT with the "Introduction to Technical Support" course by IBM on Coursera. This self-paced, foundational course delves into the essentials of IT support, exploring roles, responsibilities, career paths, and essential technologies. Learn from industry experts about customer support mindset, issue resolution, and Service-Level Agreements (SLAs). Gain hands-on experience with ticketing systems and practical methodologies. Ideal for beginners, this course spans 720 minutes and is available through Starter and Professional subscriptions. Perfect for aspiring IT support professionals seeking industry-recognized certifications.
Rav Ahuja
Amy Norton