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.