IT Support: Troubleshooting
list 5 séquences
assignment Niveau : Introductif
chat_bubble_outline Langue : Anglais
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Les infos clés

credit_card Formation gratuite
verified_user Certification payante
timer 15 heures de cours

En résumé

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.

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Le programme

  • 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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Les intervenants

Bernie Lawrence
CEO
Lawrence Associates LLC

Tony Frink
Senior Content Development Manager
Microsoft

Mike Orlowicz
Business & Financial Consultant / IT Course Development & Delivery
Lawrence Associates LLC

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Le concepteur

Microsoft Corporation est une entreprise d'informatique et de micro-informatique multinationale américaine, fondée par Bill Gates et Paul Allen. Son activité principale consiste à développer et vendre des systèmes d’exploitation et des logiciels.

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La plateforme

EdX est une plateforme d'apprentissage en ligne (dite FLOT ou MOOC). Elle héberge et met gratuitement à disposition des cours en ligne de niveau universitaire à travers le monde entier. Elle mène également des recherches sur l'apprentissage en ligne et la façon dont les utilisateurs utilisent celle-ci. Elle est à but non lucratif et la plateforme utilise un logiciel open source.

EdX a été fondée par le Massachusetts Institute of Technology et par l'université Harvard en mai 2012. En 2014, environ 50 écoles, associations et organisations internationales offrent ou projettent d'offrir des cours sur EdX. En juillet 2014, elle avait plus de 2,5 millions d'utilisateurs suivant plus de 200 cours en ligne.

Les deux universités américaines qui financent la plateforme ont investi 60 millions USD dans son développement. La plateforme France Université Numérique utilise la technologie openedX, supportée par Google.

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