The course IT Support: Troubleshooting is an online class provided by Microsoft through edX. The skill level of the course is Introductory. It may be possible to receive a verified certification or use the course to prepare for a degree.
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.
Course description This course is part of the Microsoft Professional Program Certificate in IT Support.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.
To obtain a verified certificate from edX / Microsoft you have to finish this course or the latest version of it, if there is a new edition. The class may be free of charge, but there could be some cost to receive a verified certificate (99.00 USD) or to access the learning materials. The specifics of the course may have been changed, please consult the provider to get the latest quotes and news.
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