IBM
Technical Support (IT) Case Studies and Capstone
IBM

Technical Support (IT) Case Studies and Capstone

This course is part of IBM IT Support Professional Certificate

Taught in English

Some content may not be translated

6,350 already enrolled

Included with Coursera Plus

Course

Gain insight into a topic and learn the fundamentals

4.8

(125 reviews)

Intermediate level

Recommended experience

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

What you'll learn

  • Describe processes and information related to IT Fundamentals in the context of providing technical support.

  • Demonstrate systematic and effective troubleshooting and problem-solving skills.

  • Use diagnostic tools and tracking systems to solve and log customer issues.

  • Apply customer service skills and a customer support mindset, including conflict mitigation and de-escalation skills.

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

25 assignments

Course

Gain insight into a topic and learn the fundamentals

4.8

(125 reviews)

Intermediate level

Recommended experience

10 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 Computer Security and Networks 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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Earn a career certificate

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There are 5 modules in this course

In this module, you will demonstrate knowledge of hardware and operating systems, with a focus on providing effective technical support. From effective phone and email support to understanding the inner workings of computer components, this module lays the groundwork for your journey into technical expertise.

What's included

2 videos2 readings4 assignments1 app item2 plugins

Module 2 looks deeper in the the realm of technical support, where you will test your skills and knowledge with case studies on topics like software, programming, and databases. From troubleshooting web-related issues to guiding users through software updates and database management, this module lets you strengthen your ability to provide top-notch technical assistance.

What's included

5 assignments1 app item1 plugin

This week, you will demonstrate knowledge of networking software and storage in the context of providing technical support. By mastering live chat and email support skills and gaining expertise in remote support tools, you'll be well-prepared to diagnose and resolve network issues, configure storage solutions, and ensure smooth data transfer.

What's included

4 assignments1 app item1 plugin

This week, you will demonstrate knowledge of cybersecurity. From understanding open-source code licensing to securing user information and combatting cyber threats, this module equips you with the ability to test your knowledge and skills in case studies to safeguard digital assets and promote safe computing practices.

What's included

5 assignments1 app item1 plugin

In this final module, you will explore the dynamic field of cloud computing. You will use your skills and knowledge in case studies to practice managing access policies, resetting passwords, and navigating the complex world of cloud services.

What's included

4 readings7 assignments1 app item1 plugin

Instructor

Instructor ratings
4.9 (26 ratings)
IBM Skills Network Team
IBM
53 Courses745,243 learners

Offered by

IBM

Recommended if you're interested in Computer Security and Networks

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Learner reviews

Showing 3 of 125

4.8

125 reviews

  • 5 stars

    87.30%

  • 4 stars

    10.31%

  • 3 stars

    1.58%

  • 2 stars

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  • 1 star

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LH
5

Reviewed on Aug 9, 2023

SZ
5

Reviewed on Oct 28, 2022

SB
5

Reviewed on May 28, 2023

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