IBM - Technical Support Case Studies and Capstone
- Offered byCoursera
- Public/Government Institute
Technical Support Case Studies and Capstone at Coursera Overview
Technical Support Case Studies and Capstone
at Coursera
Duration | 10 hours |
Total fee | Free |
Mode of learning | Online |
Difficulty level | Intermediate |
Official Website | Explore Free Course  |
Credential | Certificate |
Technical Support Case Studies and Capstone
Table of content
- Overview
- Highlights
- Course Details
- Curriculum
Technical Support Case Studies and Capstone at Coursera Highlights
Technical Support Case Studies and Capstone
at Coursera
- Earn a Certificate upon completion
Technical Support Case Studies and Capstone at Coursera Course details
Technical Support Case Studies and Capstone
at Coursera
Skills you will learn
What are the course deliverables?
- Articulate processes and information related to IT fundamentals in the context of providing technical support.
- Demonstrate systematic and effective troubleshooting and problem-solving skills.
- Use diagnostic tools and tracking systems to solve and log customer issues.
- Apply customer service skills and a customer support mindset, including conflict mitigation and de-escalation skills.
More about this course
- This course allows you to show what you?ve learned in the previous IT Technical Support professional certification courses and apply that knowledge to realistic situations
- The IT Technical Support Capstone leads you through a series of technical support case studies that require hands-on work to resolve
- You will practice analyzing user help requests and troubleshooting various issues
- You?ll demonstrate your knowledge of hardware, software, networking, security, and cloud computing
- You?ll also demonstrate your understanding of escalation, levels of support, ticketing systems, and other support tools and systems
Technical Support Case Studies and Capstone at Coursera Curriculum
Technical Support Case Studies and Capstone
at Coursera
Hardware and Operating Systems
Case Study: Computer Peripherals and Connectivity
Software, Programming and Databases
Case Study: Browser Versions, Installs, and Updates
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