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.
The course was very easy to follow. I had a couple of issues with following the ticketing system. I guess I put the IT skills together and work through it.....lol
The IT Technical Support Course instructions is perfect, their training is really understandable with many examples.
This course is awesome. Now I have the foundation towards building on my new career as Technical support professional.
Good course for beginners, however, it lacks visual presentations. Many people learn and remember pictures, it would be even better if you had incorporated visual presentations.Thanks for the efforts.
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!
Provided an insight into tech support and described how through this course a learner can branch out to other IT fields as per their liking and ability.
It is good to see that those who are unable to learn because of the money are able to learn what they want and move forward. Thank you all
The team did a good job in putting this together.Thanks for opportunity to learn from you and for advancing my skills.
Wow, this was an amazing experience, I highly recommend. It was in-depth, intuitive and hands-on, there is no way you complete this course and still have learnt nothing,
I really enjoyed studying this course. This course is point on for anyone willing to break in the field of IT tech support.
If you want, you can do that simple!! This is convenient for busy people trying to learn more at their own time so far, great decision!!
The ServiceNow Project had a problem that I couldn't get resolved because their Helpdesk and Chat system are terrible. Other then that the course was very good.
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As someone who has been in IT Tech Support for a while; for beginner IT Tech Support, there is a ton of information, in this course, not relevant to the beginner. Honestly, skip this course and take some courses that are more hands on for tech support. This is totally a waste of money and time.
The course is very interesting. I am seriously blaming myself for being non-chalant about this very important profession. I am enjoying it, especially the theory. Nevertheless, I will try my utmost to make sure that I am on top of the practical so that I can fully deliver. You have been so good, I thank you immensely for your labour of love.
The IBM Technical Support Professional Certificate offered on Coursera is an exceptional course for anyone interested in starting a career in IT support. This course provides a comprehensive overview of technical support, including troubleshooting, networking, operating systems, and security.
One of the most significant benefits of this course is the hands-on experience it provides. The labs and simulations give you practical experience with real-world scenarios, and the instructors are knowledgeable and engaging, making the learning process enjoyable.
The course structure is well-organized, and the content is presented clearly and concisely, making it easy to understand. Additionally, the assessments and quizzes help you gauge your understanding of the material and ensure that you're prepared for the final exam.
Upon completing the course, you receive a digital badge that you can showcase on your LinkedIn profile, which can increase your chances of getting noticed by potential employers. The IBM name and reputation also add value to the course, providing a competitive advantage in the job market.
Overall, the IBM Technical Support Professional Certificate is an excellent course for anyone interested in starting a career in IT support. The course material is well-structured, the instructors are knowledgeable and engaging, and the hands-on experience makes it a practical and valuable learning experience. I highly recommend this course to anyone looking to break into the IT support industry.
I really enjoyed taking this course from start to finish! It was really intriguing and detailed. The "Insider's viewpoints" gives a more realistic insight about specific terms and topics. I can't wait to enrol for the next course🥰
Thank you IBM! Thank you Coursera!
Very clear and insightful. It conatains all the necessary details to beginners in IT support, without being overwhelming. My doubts about whether I should continue towards the full IBM IT Support Professional Certificate no longer apply.
This is course is honestly amazing, all of the information this course provides to get you started in the IT career and more if you want to continue the course. I highly recommed this course to anyone who wants to start getting into IT.
The course is straightforward forward easy to follow and understand with hands-on industry software such as Service Now. Instructors are skilled and knowledgeable industry professionals with years of experience in IT.
a nice tutorial. it has a structured learning curriculum. i would recommend this course to anyone that wants to go into technical support. a quick reminder that ensure you jot down points while taking this class.
Really good course to learn and understands fundamental things about technical support. Content are world class. Thanks IBM and Skill Network for bringing this course for us.
I have tried a different IT course on here at Coursera but despite it being labeled as a beginner level course I found myself very lost and confused. This IBM course I feel is very comprehensive and really gives you the building blocks you need to truly start as a beginner from nothing. Thank you so much for this course and laying everything out in a very organized way, I really feel like my goals are achievable instead of feeling like I am stepping into a world of unknown territory that I have no place being in.
I really enjoyed the practical activities placed at strategic times and in a very fun way. The course was of great value for personal and professional growth. It would be interesting for all levels of employees to have access to the course.
Fantastic! As a newbie and adult just getting started in the IT field, the word "basic" pretty much sums up this wonderful little introductory certification. Congratulations to the creators, and I look forwards to seeing more of your work.
Easy, straight forward material. Enjoy the process because it alternates between a learning video, insiders look and then a multi-choice quiz. Highly recommend this course for anyone looking to learn about technical support.
Introduction to Technical Support introduces you to diverse way of working in the IT field. It provides solid foundation for beginners, intermidiate and advance IT personnels willing to pursue carrer technical support.
Hi, I am Imran Haider from Pakistan and I really enjoy to learn this
IBM Introduction to Technical Support course from IBM Skills Network its best for all , I recommend this and Thank you for Coursera for this .
Wow, this was an amazing experience, I highly recommend. It was in-depth, intuitive and hands-on, there is no way you complete this course and still have learnt nothing,
An informative intrdution class to technical support.
My biggest critique is the colors chosen for the exercises. I am colorblind and did a lot of guessing
I like the fact that I was learning something challenging and didn't know what to expect. I just decided to learn this course just to see what out come I would have. When learning something new like this I am grateful. I have surprised myself. I didn't know how to express, my feelings. I am still stunned on the out come of everything. This was great and easy to learn as well.
um ótimo curso , principlamente no que se refere ao desenvolvimento das soft skils , habilidades como paciencia , empatia e escuta ativa são tão ou mais importantes que o próprio desenvolvimento técnico e cruciais ao desenvolvimento adequado de qualquer profisional da área de suporte .