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Learner Reviews & Feedback for Introduction to Technical Support by IBM

4.8

stars

1,155 ratings

About the Course

Technical Support professionals are in great demand! This is the first course in the IBM IT Support Professional Certificate program, designed to prepare you for a rewarding career in technical support. You will begin this self-paced course by learning what Informational Technology (IT) support is all about. You'll find out the roles and responsibilities of Technical Support professionals and become familiar with all the different career paths you can take in Technical Support. You will also hear from experts in the IT industry about getting started in the field and how you can pursue this career without prior experience or degrees. You'll also learn some basics about the technology that technical support professionals use. You will hear from industry insiders about how you can develop a customer support mindset and how to talk with customers and solve their problems. You will gain insights into performance evaluation, career paths, and the industry-recognized certifications that can propel your technical support career forward. You'll then gain a comprehensive understanding of support tools and support channels and how they streamline issue resolution. You will also learn about the importance of Service-Level Agreements (SLAs) and how they contribute to delivering exceptional support experiences. Next you will explore ticketing systems, a fundamental component of modern technical support. You'll learn about their features, benefits, and the lifecycle of a ticket or a support issue. Moreover, you'll immerse yourself in tech support methodologies, frameworks, and the art of effective documentation. The course wraps up with a project that provides you with the opportunity to use a ticketing system hands-on and simulate the work that IT Support Specialists and Helpdesk Technician’s perform....

Top reviews

Jul 10, 2023

I thoroughly enjoyed taking this course. I am glad there was a simulator included in this course to get a hands-on feel for a ticketing system used by many in the IT industry. Thank you!

May 8, 2023

Everything was easy to grasp and understand, and much of the stuff learned corresponded with the work I do currently, so it made my job so much easier to do.

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101 - 125 of 278 Reviews for Introduction to Technical Support

By Lisa M B

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Jul 14, 2024

This was a great course. I learned a lot.

By Ezequiel L A

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Jul 29, 2022

Excelente contenido, dinámico y preciso.

By Szymon K

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Oct 5, 2025

Course was great, more then I expected!

By Roland B

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Mar 4, 2025

its good and very much understandable

By Pierre S

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Aug 12, 2024

Really interesting and easy to follow

By Agha e

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Jun 15, 2023

Coursera is the best leaning platform

By Aaron H

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Aug 31, 2022

Very helpful to a beginer like myself

By Halima Y

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Jan 4, 2024

I enjoyed every part of this course!

By Edgar F

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Jul 7, 2023

Very good course. Very recommended.

By DIEGO F G G

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Dec 19, 2024

Excelente curso muy bien detallado

By SAMUEL M

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Oct 20, 2023

Must have been the best experience

By Unathi N

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Nov 9, 2022

very informative and easy to learn

By Anthony

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Sep 13, 2024

Very informative and professional

By m s

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Apr 25, 2023

Good intro to course. KEEP GOING!

By Sarvesh S

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Apr 4, 2023

It was a great learning session

By Muhammad I G

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Aug 14, 2024

I have learned skill knowledge

By AIKA A C

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May 4, 2023

Helpful and good fro refresher

By FATEMAH M S A

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Jan 7, 2023

دورة رائعة استفدت منها كثيراً

By Mohammed S K

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Oct 9, 2025

Best Course , I have till now

By amilen s

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Sep 2, 2024

Very good and comprehensible!

By Kendall

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Feb 23, 2023

Great and concise information

By Ezealor I

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Jan 11, 2023

Great job, much experience!!!

By Tasha W

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Sep 9, 2024

Very informative. Thank you.

By Sandi M

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Jun 4, 2024

thank you for the knowledge.

By zoubeirou T

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Dec 11, 2023

Liked the insiders viewpoint