IBM
1 week at 10 hours a week
This course leads you through a series of technical support case studies that require hands-on work to resolve. You'll gain an enriched perspective on employing technical support in professional settings, making you a sought-after IT professional.
This course assumes that you are already familiar with IT fundamentals knowledge. If you do not have this knowledge, it is recommended that you complete the previous courses in the IBM IT Support Professional Certificate before starting this course.
This course covers a range of topics related to technical support, including hardware and operating systems, software and programming, networking and storage, cybersecurity, and cloud computing. You'll navigate hands-on technical support labs, analyze user help requests, employ systematic troubleshooting techniques, and develop a comprehensive understanding of escalation protocols, ticketing systems, and diagnostic tools. The course also focuses on sharpening your communication skills and mastering conflict mitigation and de-escalation techniques.
As a market-leading tech innovator, IBM is committed to helping you thrive in the dynamic tech landscape. Through the IBM Skills Network, their expertly designed training programs in AI, software development, cybersecurity, data science, and more, provide the essential skills you need to secure your first job, advance your career, or drive business success.
By completing this course, you'll gain an enriched perspective on employing technical support in professional settings, making you a sought-after IT professional. You'll be equipped with the skills and knowledge to effectively diagnose and resolve technical issues, provide top-notch customer service, and navigate the complex world of IT support.
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