Introduction to Technical Support
Master IT support fundamentals and launch your technical support career with industry-expert guidance.
Master IT support fundamentals and launch your technical support career with industry-expert guidance.
This course cannot be purchased separately - to access the complete learning experience, graded assignments, and earn certificates, you'll need to enroll in the full IBM IT Support Professional Certificate program. You can audit this specific course for free to explore the content, which includes access to course materials and lectures. This allows you to learn at your own pace without any financial commitment.
4.8
(894 ratings)
40,773 already enrolled
Instructors:
English
বাংলা, اردو, Azərbaycanca, 1 more
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What you'll learn
Define technical support roles and understand support tier levels
Master ticketing system operations and workflow management
Learn essential IT support methodologies and frameworks
Develop customer service and communication skills
Understand service level agreements and escalation procedures
Gain practical experience with support tools and documentation
Skills you'll gain
This course includes:
3.1 Hours PreRecorded video
4 quizzes, 5 assignments
Access on Mobile, Tablet, Desktop
FullTime access
Shareable certificate
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Top companies offer this course to their employees
Top companies provide this course to enhance their employees' skills, ensuring they excel in handling complex projects and drive organizational success.
There are 5 modules in this course
This comprehensive course introduces students to the fundamentals of technical support, covering essential aspects of IT support roles and responsibilities. Students learn about support channels, ticketing systems, and service level agreements (SLAs). The curriculum includes hands-on experience with remote support tools and industry-standard ticketing systems. Special emphasis is placed on developing both technical skills and customer service mindset, preparing learners for entry-level IT support positions.
Industry Professionals' Guide to Technical Support
Module 1 · 2 Hours to complete
Technical Support Skills and Opportunities
Module 2 · 2 Hours to complete
Support Tools, Support Tiers, and Service-Level Agreements
Module 3 · 2 Hours to complete
Ticketing Systems
Module 4 · 2 Hours to complete
Final Hands-on Project and Quiz
Module 5 · 2 Hours to complete
Fee Structure
Instructors
Amy Norton: Crafting Engaging Learning Experiences with Expertise in Instructional Design and Technical Writing
Amy Norton is an Instructional Designer and Technical Writer at Skill-Up Technologies with an MA in English. With over 15 years of experience teaching college-level research and writing, she has also worked extensively in IT, creating technical support content. Passionate about learning, Amy specializes in designing engaging courses for adult learners.
Technology Education and Skills Development Leader at IBM
Rav Ahuja serves as the Chief Content Officer and Global Program Director at IBM Skills Network, where he leads curriculum creation, growth strategy, and partner programs. After earning his B.Eng. from McGill University and MBA from the University of Western Ontario, he co-founded Cognitive Class, an IBM initiative focused on democratizing access to in-demand technology skills. Based at the IBM Canada Lab in Toronto, he specializes in developing instructional solutions for AI, Data Science, Cloud Computing, and Cybersecurity. His impact on technology education is evidenced through his role as architect of numerous IBM Professional Certificates and instructor for over 35 online courses, including popular offerings like "What is Data Science?", "Introduction to Cloud Computing," and "Introduction to Artificial Intelligence (AI)." His courses have reached hundreds of thousands of learners worldwide, with "What is Data Science?" alone enrolling over 638,000 students. His recent work includes developing new Generative AI courses and career guidance content for IBM's Professional Certificate programs, demonstrating his ongoing commitment to preparing learners for emerging technology careers
Testimonials
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4.8 course rating
894 ratings
Frequently asked questions
Below are some of the most commonly asked questions about this course. We aim to provide clear and concise answers to help you better understand the course content, structure, and any other relevant information. If you have any additional questions or if your question is not listed here, please don't hesitate to reach out to our support team for further assistance.