IT Support: Troubleshooting

Offered byedX

IT Support: Troubleshooting
at
edX
Overview

If you are interested in pursuing a career in IT Support, this course introduces you to basic troubleshooting techniques for managing a customer support case.

Duration	8 hours
Mode of learning	Online
Schedule type	Self paced
Difficulty level	Intermediate
Credential	Certificate

IT Support: Troubleshooting
at
edX
Highlights

Earn a Shareable Course Certificate on successful completion
Study from reputed instructors from Microsoft
Receive an instructor-signed certificate with the institution's logo to verify your achievement and increase your job prospects
Self paced Course

IT Support: Troubleshooting
at
edX
Course details

Skills you will learn

IT Support Soft skills

What are the course deliverables?

Learn how to validate your solution, maintain customer satisfaction, and close a case
Examine troubleshooting best practices, including how to employ the analytical solution matrix when developing a solution
Understand how to manage customer expectations and how to manage customer objections to proposed solutions

More about this course

This course is a follow up to IT Support Fundamentals and delves deeper into the entire case management process, guiding you through each stage of the process. You will examine best practices on how to become a more efficient and effective troubleshooter, including training how to manage customer expectations and handle customer objections.The course begins with a basic review of the steps involved in troubleshooting a customer support case, from case assignment and scoping, to solution development, validation, and case closure. To support the troubleshooting process, the course provides tips and tricks on developing analytical solutions, troubleshooting best practices, and managing customer expectations. The course concludes with a look at how to handle customer objections to proposed solutions.This course is not a technical troubleshooting course that focuses on troubleshooting specific product issues; rather, it provides introductory-level soft skills training on how to efficiently and effectively troubleshoot any support case, regardless of the product. At the completion of the course, the student will have gained an in-depth knowledge of the steps involved in troubleshooting a customer issue throughout its life cycle.

IT Support: Troubleshooting
at
edX
Curriculum

Review the steps involved in troubleshooting a customer support case

Examine best practices when assigning the problem and how to handle misroutes

Understand what problem scoping is, why you must scope a problem, and the steps involved in scoping a case

Identify how to find a solution based on the type of incident you're dealing with, learn how to gather evidence and how to narrow down your research

Understand how to execute your troubleshooting plan, from collaborating with other support agents, to transferring a case, to escalating a case