IT Support: Troubleshooting

Bernie Lawrence, Tony Frink, Mike Orlowicz, Microsoft

If you are interested in pursuing a career in IT Support, this course introduces you to basic troubleshooting techniques for managing a customer support case.

This course is a follow up to IT Support Fundamentals and delves deeper into the entire case management process, guiding you through each stage of the process. You will examine best practices on how to become a more efficient and effective troubleshooter, including training how to manage customer expectations and handle customer objections.

The course begins with a basic review of the steps involved in troubleshooting a customer support case, from case assignment and scoping, to solution development, validation, and case closure. To support the troubleshooting process, the course provides tips and tricks on developing analytical solutions, troubleshooting best practices, and managing customer expectations. The course concludes with a look at how to handle customer objections to proposed solutions.

This course is not a technical troubleshooting course that focuses on troubleshooting specific product issues; rather, it provides introductory-level soft skills training on how to efficiently and effectively troubleshoot any support case, regardless of the product. At the completion of the course, the student will have gained an in-depth knowledge of the steps involved in troubleshooting a customer issue throughout its life cycle.

This is the third in a series of four courses that are targeted to individuals who are considering a move into IT Support.

What will you learn

  • Review the steps involved in troubleshooting a customer support case
  • Examine best practices when assigning the problem and how to handle misroutes
  • Understand what problem scoping is, why you must scope a problem, and the steps involved in scoping a case
  • Identify how to find a solution based on the type of incident you’re dealing with, learn how to gather evidence and how to narrow down your research
  • Understand how to execute your troubleshooting plan, from collaborating with other support agents, to transferring a case, to escalating a case
  • Learn how to validate your solution, maintain customer satisfaction, and close a case
  • Examine troubleshooting best practices, including how to employ the analytical solution matrix when developing a solution
  • Understand how to manage customer expectations and how to manage customer objections to proposed solutions

Dates:
  • 1 October 2019
Course properties:
  • Free:
  • Paid:
  • Certificate:
  • MOOC:
  • Video:
  • Audio:
  • Email-course:
  • Language: English Gb

Reviews

No reviews yet. Want to be the first?

Register to leave a review

Show?id=n3eliycplgk&bids=695438
NVIDIA
More on this topic:
D2787256-9b80-4267-a7f6-13c9f0ef1113-eb24879494b3.small Microsoft Professional Capstone: IT Support
This course is the final assessment validation for the Microsoft Professional...
Symmetry-edit An Exploration of Symmetry (Eligible for NTU Credit)
[IF YOU ARE LOOKING FOR THE NO-CREDIT ON-DEMAND VERSION OF THIS COURSE PLEASE...
600x342-logo Risk and Opportunity: Managing Risk for Development
Risks are a part of our everyday lives. Losses from risks and missed opportunities...
210668_d860_5 Informatica for Beginners by EduCBA IT Academy
Get Trained in Informatica. Understand the Key Features, Components and Important...
241144_9123_7 WordPress - A Comprehensive Training by EduCBA IT Academy
Most Comprehensive course on WordPress, it starts with basics and take you...
More from 'Computer Science':
E3d2efb3-de37-4352-95a2-1d346ade45be-af8575f33756.small Cloud Computing Infrastructure
Learn how to design, configure, and manage a cloud computing infrastructure...
8fe1362d-caea-437e-b5c8-e04ee680c9a7-daf903c0c50d.small Cloud Computing for Enterprises
Understand cloud computing technologies and how they can increase business productivity...
Bcf46af9-f9f7-45e8-b189-7e3b8f09d7b5-aafc0b98667d.small Statistical Analysis in Bioinformatics
Learn basic R programming to analyze biological big data to locate genes, perform...
0594d6e9-dba9-40a3-8170-d9b07bb85a3c-7654bf2307b0.small Formal Software Verification
Learn software quality techniques beyond just running test cases. Want to gain...
7f3e3e83-66c3-4f57-b1e8-46c21cf0833e-f4996c46a81e.small 4G Network Essentials
Advance your telecom career by learning how 4G networks enable internet access...
More from 'edX':
2f5692de-8f38-466c-b4fa-3e8fe42df639-7fa225befd20.small Improving Global Health: Focusing on Quality and Safety
An introduction to the emerging field of global healthcare quality. Improving...
F2c904f0-b0aa-42a4-8678-70421fbd34d7-cde5b7c23ad6.small Railway Engineering: An Integral Approach
Discover the science and complexity of railway systems, including how their...
6b25d0d1-484f-49b0-97e3-944a95087f2c-bbfa252b98a3.small Financial Decision Making
Learn how corporate leaders make effective decisions to maximize profitability...
E3d2efb3-de37-4352-95a2-1d346ade45be-af8575f33756.small Cloud Computing Infrastructure
Learn how to design, configure, and manage a cloud computing infrastructure...
8fe1362d-caea-437e-b5c8-e04ee680c9a7-daf903c0c50d.small Cloud Computing for Enterprises
Understand cloud computing technologies and how they can increase business productivity...

© 2013-2019