If you are interested in pursuing a career in IT Support, this course examines best practices you should employ when documenting support cases.
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What you need before starting this IT Support: Documentation course:
Beginner-Friendly Course!
This course is designed for absolute beginners. No prior knowledge needed.
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Everything you need to know about this online course, from duration to certification
This course is part of the Microsoft Professional Program Certificate in IT Support.This course dives deep into the case management process and how to identify key issues that need to be documented throughout the evolution of a case. You will examine the reasons why documentation is so critical in the field of IT Support, and why it is so crucial for capturing all viewpoints within case documentation, from the support agent, to the customer, and to any other internal resource who may get involved. The course begins with an analysis of how to document different types of support cases, from advisory cases to reactive cases to escalated cases. The course then introduces you to various types of tools used to document cases. And finally, the course concludes with an examination of the different types of questions that a support agent needs to ask and document based on specific workflow situations. At the completion of the course, the student will have a greater appreciation for the importance of maintaining complete, detailed, and accurate documentation and when and how to apply that knowledge.This is the last in a series of four courses that are targeted to individuals who are considering a move into IT Support. This course is a follow up on the IT Support Troubleshooting course.
Difficulty Level
Introductory
Suitable for motivated learners
Subject Category
Computer Science
Part of our Computer Science curriculum
Course Language
English
All materials in English
This online course offers comprehensive training with expert instruction, practical exercises, and a certificate of completion. Join thousands of students advancing their careers through quality online education.
Professional Course
Investment around $99
Pricing may vary. Check the course provider for current promotions and exact pricing.
IT Support: Documentation isn't for you? Don't worry, explore these courses and advance your skills or learn something totally new.