Coursera

Introduction to Technical Support (Coursera)

Offered by IBM,
Introduction to Technical Support (Coursera)

Gain the daily work skills and knowledge you’ll need for IT Technical Support career success. This course, part of the IBM Technical Support Professional Certificate, is designed for beginners with no prior IT experience or formal degree. Get an insider’s view into IT Support work. Learn about IT Support roles and levels, the support escalation matrix, ticketing systems, common support tools, and remote support software. Then, hear about career opportunities and career pathways from experienced, expert Information Technology professionals.

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By the end of this course, you will be able to:

  • Describe and develop a customer service and support mindset.
  • Define the levels of IT support and the escalation matrix.
  • Explore the features and benefits of ticketing systems.
  • Identify support tools and systems used in technical support.
  • Explore various tech support roles and responsibilities, including service level agreement responsibilities.
  • Recognize the career paths and progression in Technical Support.

These skills will equip you to speak with prospective employers and ask insightful questions that demonstrate your knowledge of the day-to-day administrative role-related responsibilities.
Course 6 of 7 in the IBM Technical Support Professional Certificate.

What You Will 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

Syllabus

WEEK 1
Industry Professionals’ Guide to Technical Support
This week, you will hear from industry experts on what it takes to build a career in IT Technical Support. You will be introduced to the skills required for success, roles and responsibilities of technical support professionals, and different IT systems.

WEEK 2
Technical Support Skills and Opportunities
This week, you will learn about what it takes to be successful in a technical support role. You will learn about the skills required for technical support, certifications available, performance evaluation methodologies, and career paths.

WEEK 3
Support Tools, Support Tiers, and Service-Level Agreements
This week, you will learn about the different levels of tech support, remote support tools, and ticketing systems. You will learn about tiered support levels, service level agreements, and the escalation matrix. You will also learn how remote support tools work. Finally, you will learn about the benefits and features of ticketing systems used for resolving tech issues. 

WEEK 4
Ticketing Systems
This week, we will learn about ticketing systems. You will learn how ticketing systems work, their common features and benefits, and what unique features drive usage for industry leading ticketing systems.

WEEK 5
Final Hands-on Project and Quiz
In this module, you’ll will become familiar with using a Ticketing System and assess your course knowledge through a final quiz based on the previous modules.

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