Responding to support requests personally makes it easier for users to contact us directly, shows that you are taking responsibility and makes your team more approachable. Having confidence in support interaction and using positive lexis reassures users that you are in control of their issue and will solve it as quick as possible.

The instructors were very good at explaining the material very intuitively . How the course is design helps the learning process very smooth and easy. Through text, in person video, hearing. And on top of that it allows you to revisit the material that helps the material stick. The visuals were very helpful too. Thank you Google!!

As someone who embarked on the journey of enhancing my IT support skills, I couldn't be more delighted to share my experience with Technical Support Fundamentals. This course has been nothing short of transformative, providing a comprehensive and engaging learning experience that has truly empowered me in the realm of IT support.

I think this was the best intro to IT course so far. I have taken others but this really takes into account of everything not just IT but the customer service aspect of it . It really gives a wholist view of what a career in IT looks like. Plus I LOVE THE SUCCESS STORIES that come in between the leachtures , its a total refresher

For someone starting off from scratch, this course is definitely a good start. I remember going through almost all of the issues presented here when I first started working in IT back in the late 90's. It's a first step in learning the fundamentals and getting you in the right track into pursuing a career in IT support or beyond.

I feel that this is a great introductory course. I felt that it was a good overview of the multiple topics in IT. It was also organized in a logical manner that helped me better conceptualize the different aspects of the industry. I know that there is more to it, but this broad overview was very beneficial in clarifying concepts.

I am so excited and appreciative for the opportunity given to me to have this wonderful training in IT Support Professional. In fact, as long as I use the skills acquired from this course, I would ever remain grateful to all of my lecturers in this course and both Google and coursera Management. Thank you very much. I APPRECIATE!

Technical Support Fundamentals Courses a foundation for Technical support specialist Job, Thank you Very much Google giving me this opportunity. I Appreciate so much. I want to continue to improve my skill through more details training. i am looking forward to continue my education to get more leverage in competitive job markets.

Very helpful in breaking down concepts for someone who has never heard them. I appreciate the pace at which the course goes. The only suggestion I have is to use supplemental reading sources that are easier to digest for someone new to the IT field. The wikipedia pages are quite long and detailed, making them difficult to digest.

Gives detailed scenario-based concepts on ways to get to the core of an issue while communicating with non-technical users. Most users call frustrated and/or upset. This course guides future specialists to not aggravate a possibly volatile situation by suggesting passive, empathetic and non-condescending communication techniques.

The beginning that made me excited with the material from the beginning of the computer was formed, this made it easier for us to understand the steps to become a professional. And this course not only provides hard skills but also soft skills, resumes, and tips to become an IT support professional. Thank you coursera and google

Great class. I really enjoyed it. It gave me a good general understanding of how parts of a computers work together. It taught me about hardware, software, networking, operating systems, and customer support challenges. I enjoyed completing the labs as it emulated real-life tasks that I would have to do in an actual IT position.

Hi guys, I started this course and the whole certificate to improve my understanding of IT because I'd like to move my HR career in the direction of IT recruiting, but you managed to wake up my curiosity and make me start questioning my choice of career, thanks! Great course and the knowledge is presented in very digestible way.

This course was a great overview and introduction to the IT world! It was a good refresher on some fundamental IT topics and had great tips on interviewing and resume building in the last week. Highly recommend this for anyone currently studying for the CompTia A+ - it covers many of the same hardware and software areas. Cheers!

I have learned a lot while taking this IT Support Professional training course. I thank Google and of course coursera for this program that has a chance for someone to learn a technology. I can say that, I have learned more compared to before I started this course. I will make sure to finish this course so that I can learn more.

Very good, you learn all the basics of how the computer works (CPU, RAM, processor...), the basics of the network. (web, WWW, URL, IP...) It's very well done for beginners in IT , the professors will explain everything plainly and with lots of examples. I recommend it for evryone who wants to learn the basics of all the computer

I very much enjoyed taking this course. I recently became an IT Support Specialist in my School District, and the course really helped me to get the additional training I needed to feel more confident in my position. The trainer videos were well made and seemed to cover the most important aspects of IT. Well done. Thank you.

Great instructors! The content is easy to understand and follow, I love the videos, it makes it so much easier to learn than if I had to read all the material. And is just the perfect amount of information to learn each week, at least for somebody like me with a full time job, is not too much that I could not keep up. I love it!

I took certain courses in college explainig all of these concepts. This was thorough and a good overhead view which is enough to give someone a refresher or understand basic concepts of everything that is important within IT. With some more work afterwards, this can let someone break into IT Support and HelpDesk, and even more.

The instructors were amazing when speaking and making sure to talk in terms that us, who are new to IT, would understand. I am a very visual person but I also like to listen and read at the same time, so these courses really helped me learn more efficiently and get the most out of the intro to IT. I am so excited to learn more.

This course taught me a lot and put light on some various fields inn IT which was very intriguing and interesting. I thank all the instructors who were so cool and made every concept interesting. The segments where they shared their experience and story was super cool. Hoping to learn more from everyone here. Thank you, Google.

I am more than happy and grateful for this awesome learning opportunity provided by Google in partnership with coursera. This course is very good. Learning here is a great pleasure. I highly recommend everyone to continue learning as it will provide you the knowledge and skills to start your career in IT. THANK YOU SO MUCH!

I have to admit that I am pleasantly surprised by the development of the course. The learning curve is considerably comfortable considering the amount of data you are actually learning. On the other hand, I laughed a lot with some examples. Anyway, I'm definitely going to go ahead with the program. Thank you for the opportunity

Great care is taken to give you the information you need and not overwhelm you with unfamiliar terminology or concepts. Much of this may be unfamiliar territory for some, but you can go back and review material or retake labs and quizzes. There is no one and done assignments, which was a big help for me. Definitely recommended.

This course was awesome as an introduction into the world of an IT support professional. The modules were well presented and they had very useful advice for the students even beyond the technical details. This experience only leaves me hungrier for more and exploring a career in IT thanks to the talented team at Google. Wohoo!