Introduction to Technical Support from Coursera

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.

What's inside

Syllabus

Industry Professionals’ Guide to Technical Support

This week, you will learn about the skills you need for success in information technology (IT) careers and the roles and responsibilities of technical support professionals. You’ll also learn about different IT systems. You’ll hear from industry insiders about getting started in technical support and how you can pursue a career in information technology (IT) without prior experience or degrees. In the guided activities, you’ll practice identifying the responsibilities of technical support professionals.

Technical Support Skills and Opportunities

This week, you will learn about the skills required for technical support, what certifications benefit you, the purpose of performance evaluations, and the possible career paths and progressions available to you in IT. You will also hear from industry insiders about developing your customer support mindset, getting feedback on the customer experience, and what skills you need for success in technical support. Then in the guided activity, you’ll demonstrate the skills you need for technical support.

Support Tools, Support Tiers, and Service-Level Agreements

This week, you’ll learn about different support channels, remote support tools, service-level agreements (SLAs), and the escalation matrix. In the guided activities, you will explore connecting to a remote computer, classifying support levels, and managing escalations. You’ll hear from industry insiders about using remote support and why SLAs are important. And you will also learn about tiered support levels and the future of tech support.

Ticketing Systems

This week, you will learn about ticketing systems, their common features and benefits, and the essential elements of industry-leading ticketing systems. You’ll experience a day in the life of a technical support specialist. You’ll also hear from industry insiders with vast experience in ticketing systems as they discuss the advances and changes in technical support. You will learn about IT Service Management (ITSM) and the benefits of effective documentation and communication. And in the guided activities, you will explore the ticket lifecycle and then practice logging a ticket.

Final Hands-on Project and Quiz

In this module, you’ll participate in the hands-on lab, working with a ticketing system. You will create, update, and resolve records and generate reports and charts in a ticketing system. You’ll also participate with your peers in a discussion about your plans for your future. Finally, you’ll hear from industry insiders about why getting started in technical support is the right career choice!

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Provides a well-rounded foundation for technical support

Features hands-on lab work, giving learners practical experience

Covers industry-standard practices and tools

Taught by Rav Ahuja and Amy Norton, who have a strong reputation in technical support

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Introduction to Technical Support with these activities:

Review IT troubleshooting skills

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Boost your troubleshooting skills to establish a strong basis for technical support

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Review basic troubleshooting steps, such as isolating the problem, testing potential solutions, and documenting the process
Practice troubleshooting common IT issues, such as network connectivity problems, software errors, and hardware failures

Participate in a technical support discussion group

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Engage with peers to exchange knowledge, troubleshoot issues, and stay updated on best practices

Browse courses on Peer Support

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Join a technical support discussion group or forum
Actively participate in discussions, sharing your experiences and insights
Seek support from peers when encountering challenging technical issues

Explore remote support tools

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Develop proficiency in remote support tools to enhance your efficiency in resolving customer issues

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Research and select remote support tools that align with your technical support role
Follow guided tutorials to learn how to use these tools effectively for remote troubleshooting and problem-solving
Practice using these tools in a simulated environment to gain hands-on experience

Five other activities

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Simulate technical support scenarios

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Sharpen your problem-solving abilities by simulating real-world technical support scenarios

Browse courses on IT Support

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Identify and gather common technical support scenarios
Role-play these scenarios with a partner or group, taking turns providing and receiving support
Reflect on your performance, identify areas for improvement, and refine your approach

Conduct a customer support experience audit

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Assess the effectiveness of your technical support services to identify areas for improvement and enhance customer satisfaction

Browse courses on Customer Support

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Design a customer support experience audit plan, including metrics and data collection methods
Gather customer feedback through surveys, interviews, and other channels
Analyze the data to identify strengths, weaknesses, and opportunities for improvement

Develop a technical support knowledge base

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Create a comprehensive knowledge base to facilitate efficient problem resolution and improve customer satisfaction

Browse courses on Knowledge Base

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Gather and organize technical support resources, including troubleshooting guides, FAQs, and best practices
Develop a user-friendly structure for your knowledge base, making it easy to navigate and search
Regularly update and maintain the knowledge base to ensure its accuracy and relevance

Create a technical support troubleshooting guide

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Document your technical support expertise in a comprehensive guide, benefiting both yourself and others

Browse courses on IT Support

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Identify common technical issues and their solutions
Organize the guide logically, making it easy to find and use
Write clear and concise instructions, providing step-by-step guidance

Mentor junior technical support professionals

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Share your knowledge and expertise with aspiring technical support professionals, contributing to their growth and success

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Identify opportunities to mentor junior technical support professionals
Provide guidance, support, and constructive feedback to help them develop their skills and knowledge
Share your experiences and insights to inspire and motivate them

Career center

Learners who complete Introduction to Technical Support will develop knowledge and skills that may be useful to these careers:

Technical Support Engineer

Technical Support Engineers provide technical support to customers experiencing complex or specialized issues with computer systems, software, or other devices. This course lays the groundwork for the skills and knowledge needed to succeed as a Technical Support Engineer. It covers topics such as troubleshooting, problem-solving, and customer service, as well as industry-specific tools and technologies. The hands-on project in the final module gives learners an opportunity to apply their knowledge and skills in a simulated work environment.

See salaries and explore the career path for Technical Support Engineer

Help Desk Technician

Help Desk Technicians provide first-line technical support to customers, typically via phone, email, or chat. This course provides a solid foundation in the knowledge and skills needed to succeed as a Help Desk Technician. It covers topics such as troubleshooting, problem-solving, and customer service, as well as industry-specific tools and technologies. The hands-on project in the final module gives learners an opportunity to apply their knowledge and skills in a simulated work environment.

See salaries and explore the career path for Help Desk Technician

IT Support Specialist

IT Support Specialists provide technical assistance to customers experiencing issues with computer systems, software, or other devices. This course introduces the field of technical support and provides a foundation in the skills and knowledge needed to succeed as an IT Support Specialist. It covers topics such as customer service, troubleshooting, and problem-solving, as well as industry-specific tools and technologies. The hands-on project in the final module gives learners an opportunity to apply their knowledge and skills in a simulated work environment.

See salaries and explore the career path for IT Support Specialist

Customer Support Representative

Customer Support Representatives provide support to customers experiencing issues with products or services. This course provides a foundation in the knowledge and skills needed to succeed as a Customer Support Representative, with a focus on technical support. It covers topics such as customer service, troubleshooting, and problem-solving, as well as industry-specific tools and technologies. The hands-on project in the final module gives learners an opportunity to apply their knowledge and skills in a simulated work environment.

See salaries and explore the career path for Customer Support Representative

Technical Writer

Technical Writers create documentation and other materials that explain complex technical information to users. This course may be useful for aspiring Technical Writers who want to develop a foundation in the technical support field. It covers topics such as troubleshooting, problem-solving, and industry-specific tools and technologies. The hands-on project in the final module gives learners an opportunity to apply their knowledge and skills in a simulated work environment.

See salaries and explore the career path for Technical Writer

Systems Analyst

Systems Analysts design and implement computer systems and applications. This course may be useful for aspiring Systems Analysts who want to develop a foundation in the technical support field. It covers topics such as troubleshooting, problem-solving, and industry-specific tools and technologies. The hands-on project in the final module gives learners an opportunity to apply their knowledge and skills in a simulated work environment.

See salaries and explore the career path for Systems Analyst

IT Manager

IT Managers plan, direct, and coordinate the activities of an organization's IT department. This course may be useful for aspiring IT Managers who want to develop a foundation in the technical support field. It covers topics such as troubleshooting, problem-solving, and industry-specific tools and technologies. The hands-on project in the final module gives learners an opportunity to apply their knowledge and skills in a simulated work environment.

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Project Manager

Project Managers plan, organize, and execute projects. This course may be useful for aspiring Project Managers who want to develop a foundation in the technical support field. It covers topics such as troubleshooting, problem-solving, and industry-specific tools and technologies. The hands-on project in the final module gives learners an opportunity to apply their knowledge and skills in a simulated work environment.

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Software Developer

Software Developers design, develop, and maintain computer software. This course may be useful for aspiring Software Developers who want to develop a foundation in the technical support field. It covers topics such as troubleshooting, problem-solving, and industry-specific tools and technologies. The hands-on project in the final module gives learners an opportunity to apply their knowledge and skills in a simulated work environment.

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Business Analyst

Business Analysts identify and analyze business needs and develop solutions to improve business processes. This course may be useful for aspiring Business Analysts who want to develop a foundation in the technical support field. It covers topics such as troubleshooting, problem-solving, and industry-specific tools and technologies. The hands-on project in the final module gives learners an opportunity to apply their knowledge and skills in a simulated work environment.

See salaries and explore the career path for Business Analyst

Network Administrator

Network Administrators manage and maintain computer networks. This course may be useful for aspiring Network Administrators who want to develop a foundation in the technical support field. It covers topics such as troubleshooting, problem-solving, and industry-specific tools and technologies. The hands-on project in the final module gives learners an opportunity to apply their knowledge and skills in a simulated work environment.

See salaries and explore the career path for Network Administrator

Cybersecurity Analyst

Cybersecurity Analysts protect computer systems and networks from unauthorized access, use, disclosure, disruption, modification, or destruction. This course may be useful for aspiring Cybersecurity Analysts who want to develop a foundation in the technical support field. It covers topics such as troubleshooting, problem-solving, and industry-specific tools and technologies. The hands-on project in the final module gives learners an opportunity to apply their knowledge and skills in a simulated work environment.

See salaries and explore the career path for Cybersecurity Analyst

Data Analyst

Data Analysts collect, analyze, and interpret data to help organizations make informed decisions. This course may be useful for aspiring Data Analysts who want to develop a foundation in the technical support field. It covers topics such as troubleshooting, problem-solving, and industry-specific tools and technologies. The hands-on project in the final module gives learners an opportunity to apply their knowledge and skills in a simulated work environment.

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Quality Assurance Analyst

Quality Assurance Analysts ensure that software products meet quality standards. This course may be useful for aspiring Quality Assurance Analysts who want to develop a foundation in the technical support field. It covers topics such as troubleshooting, problem-solving, and industry-specific tools and technologies. The hands-on project in the final module gives learners an opportunity to apply their knowledge and skills in a simulated work environment.

See salaries and explore the career path for Quality Assurance Analyst

Cloud Architect

Cloud Architects design and manage cloud computing systems. This course may be useful for aspiring Cloud Architects who want to develop a foundation in the technical support field. It covers topics such as troubleshooting, problem-solving, and industry-specific tools and technologies. The hands-on project in the final module gives learners an opportunity to apply their knowledge and skills in a simulated work environment.

See salaries and explore the career path for Cloud Architect