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This course is part of IBM IT Support Professional Certificate
Instructors: Rav Ahuja
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(1,039 reviews)
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Beginner level
No prior IT experience or degree required.
(1,039 reviews)
Recommended experience
Beginner level
No prior IT experience or degree required.
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
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9 assignments
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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. You will also hear from experts in the IT industry about getting started in the field and how you can pursue this career without prior experience or degrees. You'll also learn some basics about the technology that technical support professionals use. You will hear from industry insiders about how you can develop a customer support mindset and how to talk with customers and solve their problems. You will gain insights into performance evaluation, career paths, and the industry-recognized certifications that can propel your technical support career forward. You'll then gain a comprehensive understanding of support tools and support channels and how they streamline issue resolution. You will also learn about the importance of Service-Level Agreements (SLAs) and how they contribute to delivering exceptional support experiences. Next you will explore ticketing systems, a fundamental component of modern technical support. You'll learn about their features, benefits, and the lifecycle of a ticket or a support issue. Moreover, you'll immerse yourself in tech support methodologies, frameworks, and the art of effective documentation. The course wraps up with a project that provides you with the opportunity to use a ticketing system hands-on and simulate the work that IT Support Specialists and Helpdesk Technician’s perform.
This week, you will learn about the skills you need for success in information technology (IT) careers and the roles and responsibilities of technical support professionals. You’ll also learn about different IT systems. You’ll hear from industry insiders about getting started in technical support and how you can pursue a career in information technology (IT) without prior experience or degrees. In the guided activities, you’ll practice identifying the responsibilities of technical support professionals.
9 videos4 readings2 assignments1 discussion prompt
This week, you will learn about the skills required for technical support, what certifications benefit you, the purpose of performance evaluations, and the possible career paths and progressions available to you in IT. You will also hear from industry insiders about developing your customer support mindset, getting feedback on the customer experience, and what skills you need for success in technical support. Then in the guided activity, you’ll demonstrate the skills you need for technical support.
10 videos3 readings2 assignments1 discussion prompt1 plugin
This week, you’ll learn about different support channels, remote support tools, service-level agreements (SLAs), and the escalation matrix. In the guided activities, you will explore connecting to a remote computer, classifying support levels, and managing escalations. You’ll hear from industry insiders about using remote support and why SLAs are important. And you will also learn about tiered support levels and the future of tech support.
8 videos5 readings2 assignments1 discussion prompt
This week, you will learn about ticketing systems, their common features and benefits, and the essential elements of industry-leading ticketing systems. You’ll experience a day in the life of a technical support specialist. You’ll also hear from industry insiders with vast experience in ticketing systems as they discuss the advances and changes in technical support. You will learn about IT Service Management (ITSM) and the benefits of effective documentation and communication. And in the guided activities, you will explore the ticket lifecycle and then practice logging a ticket.
10 videos4 readings2 assignments1 discussion prompt
In this module, you’ll participate in the hands-on lab, working with a ticketing system. You will create, update, and resolve records and generate reports and charts in a ticketing system. You’ll also participate with your peers in a discussion about your plans for your future. Finally, you’ll hear from industry insiders about why getting started in technical support is the right career choice!
1 video3 readings1 assignment1 discussion prompt1 plugin
We asked all learners to give feedback on our instructors based on the quality of their teaching style.
At IBM, we know how rapidly tech evolves and recognize the crucial need for businesses and professionals to build job-ready, hands-on skills quickly. As a market-leading tech innovator, we’re committed to helping you thrive in this dynamic landscape. Through IBM Skills Network, our expertly designed training programs in AI, software development, cybersecurity, data science, business management, and more, provide the essential skills you need to secure your first job, advance your career, or drive business success. Whether you’re upskilling yourself or your team, our courses, Specializations, and Professional Certificates build the technical expertise that ensures you, and your organization, excel in a competitive world.
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Reviewed on Aug 9, 2023
It is good to see that those who are unable to learn because of the money are able to learn what they want and move forward. Thank you all
Reviewed on Jul 14, 2023
The IT Technical Support Course instructions is perfect, their training is really understandable with many examples.
Reviewed on Jul 10, 2023
I thoroughly enjoyed taking this course. I am glad there was a simulator included in this course to get a hands-on feel for a ticketing system used by many in the IT industry. Thank you!
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