IT Support: Troubleshooting

Offered by: Microsoft and edX

Course Level 2: Intermediate

Estimated Study Time: 50+ hours

What you’ll 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

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