Introduction to Technical Support

Technical Support professionals are in great demand! This is the first course in the IBM IT Support Professional Certificate program, designed to prepare you for a rewarding career in technical support. You will begin this self-paced course by learning what Informational Technology (IT) support is all about. You'll find out the roles and responsibilities of Technical Support professionals and become familiar with all the different career paths you can take in Technical Support. You will also hear from experts in the IT industry about getting started in the field and how you can pursue this career without prior experience or degrees. You'll also learn some basics about the technology that technical support professionals use. You will hear from industry insiders about how you can develop a customer support mindset and how to talk with customers and solve their problems. You will gain insights into performance evaluation, career paths, and the industry-recognized certifications that can propel your technical support career forward. You'll then gain a comprehensive understanding of support tools and support channels and how they streamline issue resolution. You will also learn about the importance of Service-Level Agreements (SLAs) and how they contribute to delivering exceptional support experiences. Next you will explore ticketing systems, a fundamental component of modern technical support. You'll learn about their features, benefits, and the lifecycle of a ticket or a support issue. Moreover, you'll immerse yourself in tech support methodologies, frameworks, and the art of effective documentation. The course wraps up with a project that provides you with the opportunity to use a ticketing system hands-on and simulate the work that IT Support Specialists and Helpdesk Technician’s perform.

• Industry Professionals’ Guide to Technical Support
• This week, 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. In the guided activities, you’ll practice identifying the responsibilities of technical support professionals.
• Technical Support Skills and Opportunities
• This week, 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. Then in the guided activity, you’ll demonstrate the skills you need for technical support.
• Support Tools, Support Tiers, and Service-Level Agreements
• This week, you’ll learn about different support channels, remote support tools, service-level agreements (SLAs), and the escalation matrix. In the guided activities, you will explore connecting to a remote computer, classifying support levels, and managing escalations. You’ll hear from industry insiders about using remote support and why SLAs are important. And you will also learn about tiered support levels and the future of tech support.
• Ticketing Systems
• This week, you will learn about ticketing systems, their common features and benefits, and the essential elements of industry-leading ticketing systems. You’ll experience a day in the life of a technical support specialist. You’ll also hear from industry insiders with vast experience in ticketing systems as they discuss the advances and changes in technical support. You will learn about IT Service Management (ITSM) and the benefits of effective documentation and communication. And in the guided activities, you will explore the ticket lifecycle and then practice logging a ticket.
• Final Hands-on Project and Quiz
• In this module, you’ll participate in the hands-on lab, working with a ticketing system. You will create, update, and resolve records and generate reports and charts in a ticketing system. You’ll also participate with your peers in a discussion about your plans for your future. Finally, you’ll hear from industry insiders about why getting started in technical support is the right career choice!