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IBM: Technical Support Basics for Everyone by Edx
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.
Course Highlights
- Define technical support, IT support, customer support, the various levels of IT support, and the escalation matrix.
- Develop both the soft skills and technical skills required to launch a career in technical support.
- Explore the features and benefits of ticketing systems.
- Describe the various methodologies and frameworks popular in technical support.
Skills you will learn!
Curriculum
8 Topics
Becoming a Technical Support Professional
Insiders’ viewpoints – Background for Tech Support
Career Opportunities in Technical Support
Insiders’ Viewpoints – Getting Started in Tech Support
Technical Support Roles and Responsibilities
Activity: Identifying Technical Support Responsibilities
Median Salary ranges in Technical Support
Introduction to IT Infrastructure
11 Topics
Technical Support Soft Skills
Insiders’ Viewpoints – Customer Support Mindset
Basics of Technical Skills
Activity: Identifying Skills in Technical Support
Performance Evaluation of Technical Support Professionals
Insiders’ Viewpoints – Feedback and Rewarding Experiences
Career Paths and Progression in Technical Support
Insiders’ Viewpoints – Career Paths in Tech Support
Industry Certifications for Technical Support
Insiders’ Viewpoints – Skills for Success in Technical Support
How to Increase Your Salary as a Tech Support Professional
11 Topics
Overview of Support Channels
Remote Support Tools
Activity: Connecting to a Computer Remotely
Future of Technical Support Tools (Emerging Trends)
Insiders’ Viewpoints – Remote Support
Levels of Technical Support
Activity: Classify Support Levels for Resolving IT Issues
Service-Level Agreements (SLAs)
Insiders’ Viewpoints – What are SLAs?
The Escalations Matrix
Activity: Managing Your Escalations
11 Topics
What are Ticketing Systems?
Features and Benefits of Ticketing Systems
Activity: Exploring the Lifecycle of a Ticket
Popular Ticketing Systems
Insiders’ Viewpoints – Ticketing Systems
Activity: Logging a Support Ticket
Tech Support Methodologies & Frameworks
Insiders’ Viewpoints – Advances in Technical Support
Effective Documentation & Communication
A Day in the Life of a Technical Support specialist
Cheat Sheet for Logging a Ticket
IBM: Technical Support Basics for Everyone
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