IBM

Introduction to Technical Support

This course is part of IBM IT Support Professional Certificate

Taught in English

Some content may not be translated

Rav Ahuja
Amy Norton

Instructors: Rav Ahuja

32,373 already enrolled

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Course

Gain insight into a topic and learn the fundamentals

4.8

(719 reviews)

|

99%

Beginner level

Recommended experience

12 hours (approximately)
Flexible schedule
Learn at your own pace

What you'll learn

  • Define technical support, tech support, IT support, customer support mindset, the various levels of IT support, and the escalation matrix

  • Discover soft and technical skills required and opportunities available for a career in Technical Support

  • Explore the features and benefits of ticketing systems

  • Identify the various methodologies and frameworks popular in technical support

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

9 quizzes

Course

Gain insight into a topic and learn the fundamentals

4.8

(719 reviews)

|

99%

Beginner level

Recommended experience

12 hours (approximately)
Flexible schedule
Learn at your own pace

See how employees at top companies are mastering in-demand skills

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Build your Support and Operations expertise

This course is part of the IBM IT Support Professional Certificate
When you enroll in this course, you'll also be enrolled in this Professional Certificate.
  • Learn new concepts from industry experts
  • Gain a foundational understanding of a subject or tool
  • Develop job-relevant skills with hands-on projects
  • Earn a shareable career certificate from IBM
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There are 5 modules in this course

This week, you will learn about the skills you need for success in information technology (IT) careers and the roles and responsibilities of technical support professionals. You’ll also learn about different IT systems. You’ll hear from industry insiders about getting started in technical support and how you can pursue a career in information technology (IT) without prior experience or degrees. In the guided activities, you’ll practice identifying the responsibilities of technical support professionals.

What's included

9 videos4 readings2 quizzes1 discussion prompt

This week, you will learn about the skills required for technical support, what certifications benefit you, the purpose of performance evaluations, and the possible career paths and progressions available to you in IT. You will also hear from industry insiders about developing your customer support mindset, getting feedback on the customer experience, and what skills you need for success in technical support. Then in the guided activity, you’ll demonstrate the skills you need for technical support.

What's included

10 videos3 readings2 quizzes1 discussion prompt1 plugin

This week, you’ll learn about different support channels, remote support tools, service-level agreements (SLAs), and the escalation matrix. In the guided activities, you will explore connecting to a remote computer, classifying support levels, and managing escalations. You’ll hear from industry insiders about using remote support and why SLAs are important. And you will also learn about tiered support levels and the future of tech support.

What's included

8 videos5 readings2 quizzes1 discussion prompt

This week, you will learn about ticketing systems, their common features and benefits, and the essential elements of industry-leading ticketing systems. You’ll experience a day in the life of a technical support specialist. You’ll also hear from industry insiders with vast experience in ticketing systems as they discuss the advances and changes in technical support. You will learn about IT Service Management (ITSM) and the benefits of effective documentation and communication. And in the guided activities, you will explore the ticket lifecycle and then practice logging a ticket.

What's included

10 videos4 readings2 quizzes1 discussion prompt

In this module, you’ll participate in the hands-on lab, working with a ticketing system. You will create, update, and resolve records and generate reports and charts in a ticketing system. You’ll also participate with your peers in a discussion about your plans for your future. Finally, you’ll hear from industry insiders about why getting started in technical support is the right career choice!

What's included

1 video3 readings1 quiz1 discussion prompt1 plugin

Instructors

Instructor ratings
4.7 (235 ratings)
Rav Ahuja
IBM
52 Courses2,388,834 learners
Amy Norton
IBM
1 Course32,373 learners

Offered by

IBM

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4.8

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