IBM - Introduction to Technical Support
- Offered byCoursera
Introduction to Technical Support at Coursera Overview
Duration | 11 hours |
Start from | Start Now |
Total fee | Free |
Mode of learning | Online |
Difficulty level | Beginner |
Official Website | Explore Free Course  |
Credential | Certificate |
Introduction to Technical Support at Coursera Highlights
- Earn a Certificate upon completio
Start instantly and learn at your own schedule
Introduction to Technical Support at Coursera Course details
- This course, part of the IBM Technical Support Professional Certificate, is designed for beginners with no prior IT experience or formal degree
- 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
- 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
Introduction to Technical Support at Coursera Curriculum
Industry Professionals? Guide to Technical Support
IBM Technical Support Professional Certificate
Course Introduction
Becoming a Technical Support Professional
Career Opportunities in Technical Support
Technical Support Roles and Responsibilities
Introduction to IT Infrastructure
Course Introduction
Activity: Identifying Technical Support Responsibilities
Median Salary Ranges in Technical Support
Summary & Highlights
Practice Quiz: Industry Professionals? Guide to Technical Support
Graded Quiz: Industry Professionals? Guide to Technical Support
Technical Support Skills and Opportunities
Technical Support Soft Skills
SME Interview ? What is a customer support mindset?
Basics of Technical Skills
Performance Evaluation of Technical Support Professionals
Career Paths and Progression in Technical Support
Industry Certifications for Technical Support
Insider Viewpoint - Skills for Success in Technical Support
Activity: Identifying Skills in Technical Support
How to Increase Your Salary as a Tech Support Professional
Summary & Highlights
Practice Quiz: Technical Support Skills and Opportunities
Graded Quiz: Technical Support Skills and Opportunities
Support Tools, Support Tiers, and Service-Level Agreements
Overview of Support Channels
Remote Support Tools
Levels of Technical Support
Service-Level Agreements (SLAs)
The Escalation Matrix
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
Practice Quiz: IT Support Tiers and Service-Level Agreements
Graded Quiz: IT Support Tiers and Service-Level Agreements
Ticketing Systems
What are Ticketing Systems?
A Day in the Life of a Technical Support Specialist
Features and Benefits of Ticketing Systems
Popular Ticketing Systems
Tech Support Methodologies & Frameworks
Effective Documentation & Communication
Activity: Exploring the Lifecycle of a Ticket
Activity: Logging a Support Ticket
Cheat Sheet for Logging a Ticket
Summary & Highlights
Practice Quiz: Support Tools and Ticketing Systems
Graded Quiz: Support Tools and Ticketing Systems
Final Activity and Quiz
Summary & Highlights
Thanks from the Course Team
Congrats & Next Steps
Final Quiz
Introduction to Technical Support at Coursera Admission Process
Important Dates
Other courses offered by Coursera
Student Forum
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