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Learner Reviews & Feedback for Introduction to Technical Support by IBM

4.8
stars
1,090 ratings

About the Course

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....

Top reviews

MB

Jan 8, 2023

I felt this course was very well organized and was a great introduction to tech support. I will be continuing with the next courses for the IBM Technical Support Professional Certificate.

TB

Jul 11, 2023

I thoroughly enjoyed taking this course. I am glad there was a simulator included in this course to get a hands-on feel for a ticketing system used by many in the IT industry. Thank you!

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251 - 261 of 261 Reviews for Introduction to Technical Support

By BATHULA P K

•

Jul 9, 2024

GOOD

By maqsudova i

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Dec 21, 2024

zor

By Vincent O

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Aug 31, 2022

i

By Faaizah S

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Sep 2, 2024

There was some trouble with the Hands On Modules. Some of the instructions were not updated.

By Afreen K

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Nov 8, 2024

,,,,,,,,,,,,,,,

By Mitch S

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Apr 5, 2025

I feel as though some aspects could be explained better while in the videos. I had to frequently look up answers for more context. Additionally, the people featured in these videos don't offer much fruitful insight as it seems that say what the company they represent may want to hear.

By noman j

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Jan 12, 2023

there should be more practical work included in this course

By Nick P

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Oct 13, 2024

dont feel like i learned much tbh

By Omar M

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Sep 17, 2023

useless, boring and misleading title of the course

By Phit A

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Dec 28, 2022

Not as technically in depth as I expected

By Krystal J D L R

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Sep 6, 2024

making me pay when i have trial