Back to Introduction to Technical Support

Learner Reviews & Feedback for Introduction to Technical Support by IBM

4.8

stars

894 ratings

About the Course

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....

Top reviews

Invalid date

This course was helpful.considering the fact that i'm a newbie in IT, it was of great help and i'm assured this is the right platform to begin my career in IT. Thank you

Invalid date

Provided an insight into tech support and described how through this course a learner can branch out to other IT fields as per their liking and ability.

Filter by:

176 - 200 of 222 Reviews for Introduction to Technical Support

By Maria d R M T

•

Feb 28, 2023

Genial

By Deivison

•

Jul 10, 2024

grato

By Paulo T

•

Jun 10, 2023

great

By Hamidreza G

•

Aug 28, 2022

Great

By SARVARBEK S N O

•

Sep 17, 2024

Good

By MUPPURI N

•

Jul 16, 2024

good

By Nitesh K

•

Jul 4, 2024

nice

By Mosito M

•

Feb 8, 2024

good

By Thomas I E

•

Dec 30, 2023

nice

By Muhammad R

•

Nov 12, 2023

good

By MUHANNAD B A H

•

May 7, 2023

good

By angga t

•

Jul 27, 2022

nice

By Damaurie H

•

Nov 5, 2023

yes

By Mohamed Y

•

Aug 15, 2022

By Nicole S

•

Jan 27, 2023

It was a great course, however I dont appreciate Coursera using my certificate to advertise. No, its not 2-4 hours a week at 4 weeks. Its 3 times that many hours on a good day, let a one a bad one, and this course was 5 weeks. If you're going to add things like that, at least be honest and put how many hours I actually spent working in this class. Im not an ad, Ive paid to be here already. Show some class.

By LISTEN_FEEL_RELAX Y M

•

Jul 2, 2024

insightful and comprehensive course that provides a solid foundation for anyone looking to enter the technical support field. It covers a wide range of topics, from basic troubleshooting techniques to the nuances of customer interactions and effective support workflows.

By Joseph L L

•

Dec 22, 2022

Great video content, but some of the questions and answers seemed to be worded in ways I am not familiar with. There were a couple gramar and spelling errors as well, but overall the curriculum was delivered and received well.

By Ernest B

•

Aug 25, 2022

I really did enjoy this course. Lots of information given and to take in. My only concern wias during the lab portion. Trying to follow along visually with the video was hard, as the was going a bit fast to follow along.

By Levina B

•

Jun 5, 2024

well detailed and practical with hands on activites to test out acquired knowlwdge. only problem was that i couldnt access the service now platform with the provided link and there was no assitance available to help out

By Efraim S H

•

Apr 21, 2023

Good course for beginners, however, it lacks visual presentations. Many people learn and remember pictures, it would be even better if you had incorporated visual presentations.

Thanks for the efforts.

By Kurt R

•

Aug 27, 2024

The ServiceNow Project had a problem that I couldn't get resolved because their Helpdesk and Chat system are terrible. Other then that the course was very good.

By thato l

•

May 9, 2023

Everything was easy to grasp and understand, and much of the stuff learned corresponded with the work I do currently, so it made my job so much easier to do.

By Elizabeth A R

•

Apr 14, 2023

This is a great course that's brilliantly laid out and I recommend completing it if you want to start a career in IT.

By Ahmed E

•

Aug 9, 2023

A great introduction to the field, and the most valuable is the practicality of the approach.

By Adnan N

•

Aug 9, 2022

A very good course for gaining all the brief knowlegde about "What is Technial Support " .