IT Support: Documentation
4.0 /5- Offered byedX
IT Support: Documentation at edX Overview
IT Support: Documentation
at edX
If you are interested in pursuing a career in IT Support, this course examines best practices you should employ when documenting support cases.
Duration | 20 hours |
Mode of learning | Online |
Schedule type | Self paced |
Difficulty level | Intermediate |
Credential | Certificate |
IT Support: Documentation at edX Highlights
IT Support: Documentation
at edX
- Shareable Specialization and Course Certificates
- Receive an instructor-signed certificate with the institution's logo to verify your achievement and increase your job prospects
- Career Building Sessions
- Self paced Course
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IT Support: Documentation at edX Course details
IT Support: Documentation
at edX
Skills you will learn
What are the course deliverables?
- Identify key questions that should be asked during different phases of the case management life cycle
- Identify key questions that should be asked when encountering specific problem situations
- Add a Verified Certificate for ?7,132.
More about this course
- This course dives deep into the case management process and how to identify key issues that need to be documented throughout the evolution of a case. You will examine the reasons why documentation is so critical in the field of IT Support, and why it is so crucial for capturing all viewpoints within case documentation, from the support agent, to the customer, and to any other internal resource who may get involved. The course begins with an analysis of how to document different types of support cases, from advisory cases to reactive cases to escalated cases. The course then introduces you to various types of tools used to document cases. And finally, the course concludes with an examination of the different types of questions that a support agent needs to ask and document based on specific workflow situations.At the completion of the course, the student will have a greater appreciation for the importance of maintaining complete, detailed, and accurate documentation and when and how to apply that knowledge.
IT Support: Documentation at edX Curriculum
IT Support: Documentation
at edX
Understand what an advisory case is and identify the key requirements that should be documented for such a case
Understand what a reactive case is and identify the key requirements that should be documented for such a case
Understand what the key requirements are that should be documented when escalating a case, as well as when to conduct warm transfers
Examine the types of tools that are commonly used to capture customer data
Identify key questions that should be asked during different phases of the case management life cycle
Identify key questions that should be asked when encountering specific problem situations
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IT Support: Documentation at edX Students Ratings & Reviews
IT Support: Documentation
at edX
4/5
1 Rating- 3-41
A
Aadarsh Kumar Singh
IT Support: Documentation
Offered by edX
4
Other: I was stuck in my designation and this course finally gave me the knowledge to become a better version of myself and get a better job with a better salary, and better growth opportunities.
Reviewed on 16 Oct 2020Read More
View 1 Review
IT Support: Documentation
at edX
Student Forum
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