Corso Introduction To Technical Support IBM Skills Network

Course delivered in English
Lessons: 1
Livello: Foundational
Access: Free Online Course (Audit)

This course is part of IBM IT Support Professional Certificate.

1. you will learn about the skills you need for success in information technology (IT) careers and the roles and responsibilities of technical support professionals. You’ll also learn about different IT systems. You’ll hear from industry insiders about getting started in technical support and how you can pursue a career in information technology (IT) without prior experience or degrees.
2. you will learn about the skills required for technical support, what certifications benefit you, the purpose of performance evaluations, and the possible career paths and progressions available to you in IT. You will also hear from industry insiders about developing your customer support mindset, getting feedback on the customer experience, and what skills you need for success in technical support

This course is an extract of a 18 hours full course available on Coursera called “Introduction To Technical Support IBM Skills Network”. In order to provide an introductory segment of the course we are selecting a youtube 3 hours video to which you'll be addressed.

Should you wish to enroll to the full course please refer to www.coursera.org/learn/introduction-to-technical-support managed by the external partner Skill Build IBM platform. In order to take this course you will need to register on their Academy platform where you can take advantage of this and many other courses on offer.

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.

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.

This course is an extract of a 18 hours full course available on Coursera called “Introduction To Technical Support IBM Skills Network”. In order to provide an introductory segment of the course we are selecting a youtube 3 hours video to which you'll be addressed.

Should you wish to enroll to the full course please refer to www.coursera.org/learn/introduction-to-technical-support managed by the external partner Skill Build IBM platform. In order to take this course you will need to register on their Academy platform where you can take advantage of this and many other courses on offer.

Once you have finished the course, go back to the course page in Guilds42 and go to “VAI ALL'ESAME FINALE”  where you will find a 10 questions' final test. Once you pass the exam a certification will be automatically generated by the system.