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所在平台: Coursera |
课程主页: https://www.coursera.org/learn/introduction-to-technical-support
课程评论：没有评论
课程名称：技术支持入门 课程概述：本课程旨在帮助您获得成功从事 IT 技术支持职业所需的日常工作技能和知识。该课程是 IBM 技术支持专业证书的一部分，专为没有 IT 背景或正式学位的初学者设计。 课程内容将为您提供 IT 支持工作的内幕视角，学习 IT 支持角色和级别、支持升级矩阵、工单系统、常用支持工具和远程支持软件。并且，您将从经验丰富的信息技术专业人士那里了解到职业机会和职业发展路径。 通过本课程，您将能够： - 描述并培养客户服务和支持思维。 - 定义 IT 支持的级别和升级矩阵。 - 探索工单系统的功能和优势。 - 确认技术支持中使用的支持工具和系统。 - 探讨各种技术支持角色及其职责，包括服务水平协议的责任。 - 识别技术支持中的职业路径和发展。 这些技能将使您有能力与潜在雇主沟通，并提出展示您日常行政职责相关知识的深刻问题。 课程大纲： 第1部分：行业专业人士的技术支持指南 描述：本周，您将听取行业专家关于如何在 IT 技术支持领域建立职业生涯的经验。介绍成功所需的技能，技术支持专业人员的角色和职责，以及不同的 IT 系统。 第2部分：技术支持技能与机会 描述：本周，您将学习成为技术支持角色成功所需的条件，包括技术支持所需的技能、可获得的认证、绩效评估方法以及职业路径。 第3部分：支持工具、支持层级和服务水平协议 描述：本周，您将学习不同的技术支持层级、远程支持工具和工单系统，包括分级支持水平、服务水平协议及升级矩阵，还将了解远程支持工具的工作原理，以及用以解决技术问题的工单系统的优点和特性。 第4部分：工单系统 描述：本周，您将深入学习工单系统的运作，包括其常见特性和优势，以及行业领先工单系统所使用的独特功能。 第5部分：最终活动和测验 描述：在本模块中，您将通过基于前几个模块的最终测验来评估自己的课程知识。
Part: 1
Title:Industry Professionals’ Guide to Technical Support
Description:This week, you will hear from industry experts on what it takes to build a career in IT Technical Support. You will be introduced to the skills required for success, roles and responsibilities of technical support professionals, and different IT systems.
Part: 2
Title:Technical Support Skills and Opportunities
Description:This week, you will learn about what it takes to be successful in a technical support role. You will learn about the skills required for technical support, certifications available, performance evaluation methodologies, and career paths.
Part: 3
Title:Support Tools, Support Tiers, and Service-Level Agreements
Description:This week, you will learn about the different levels of tech support, remote support tools, and ticketing systems. You will learn about tiered support levels, service level agreements, and the escalation matrix. You will also learn how remote support tools work. Finally, you will learn about the benefits and features of ticketing systems used for resolving tech issues.
Part: 4
Title:Ticketing Systems
Description:This week, we will learn about ticketing systems. You will learn how ticketing systems work, their common features and benefits, and what unique features drive usage for industry leading ticketing systems.
Part: 5
Title:Final Activity and Quiz
Description:In this module, you’ll assess your course knowledge through a final quiz based on the previous modules.
Gain the daily work skills and knowledge you’ll need for IT Technical Support career success. This course, part of the IBM Technical Support Professional Certificate, is designed for beginners with no prior IT experience or formal degree. Get an insider’s view into IT Support work. Learn about IT Support roles and levels, the support escalation matrix, ticketing systems, common support tools, and remote support software. Then, hear about career opportunities and career pathways from experienced, expert Information Technology professionals. By the end of this course, you will be able to: - Describe and develop a customer service and support mindset. - Define the levels of IT support and the escalation matrix. - Explore the features and benefits of ticketing systems. - Identify support tools and systems used in technical support. - Explore various tech support roles and responsibilities, including service level agreement responsibilities. - Recognize the career paths and progression in Technical Support. These skills will equip you to speak with prospective employers and ask insightful questions that demonstrate your knowledge of the day-to-day administrative role-related responsibilities.
