8/13/2018
IT Support: Troubleshooting – Edukite
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IT Support: Troubleshooting ( 9 REVIEWS )
1948 STUDENTS
This course is part of the Microsoft Professional Program Certi cate in IT Support. This course is a follow up to …
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LEVEL 3 - DIPLOMA COURSE BADGE COURSE CERTIFICATE
43
NUMBER OF UNITS
0
NUMBER OF QUIZZES
1 HOUR, 18 MINUTES
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CURRICULUM
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This course is part of the Microsoft Professional Program Certi cate 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 ef cient and effective troubleshooter, including training how to manage customer expectations and handle customer objections.
Assessment This course does not involve any written exams. Students need to answer 5 assignment questions to complete the course, the answers will be in the form of written work in pdf or word. Students can write the answers in their own time. Each answer needs to be 200 words (1 Page). Once the answers are submitted, the tutor will check and assess the work.
Certification Edukite courses are free to study. To successfully complete a course you must submit all the assignment of the course as part of the assessment. Upon successful completion of a course, you can choose to make your achievement formal by obtaining your Certi cate at a cost of £49. Having an Of cial Edukite Certi cation is a great way to celebrate and share your success. You can: Add the certi cate to your CV or resume and brighten up your career Show it to prove your success Course Credit: Microsoft.
COURSE CURRICULUM
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IT Support: Troubleshooting – Edukite
Course Introduction
Before You Start
00:02:00
Course Introduction
00:05:00
Support Agent Introduction
00:01:00
Lesson 1
Module Introduction
00:01:00
Assignment Overview
00:01:00
Initial Assignment
00:02:00
Case Ownership
00:02:00
Initial Response
00:01:00
Scoping Overview
00:02:00
What is Scoping?
00:01:00
Types of Cases
00:02:00
Support Agent Interview
00:02:00
Standard Scope Format
00:02:00
Scope Creep
00:02:00
Setting the Correct Severity
00:03:00
The Importance of Communication during Scoping
00:01:00
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IT Support: Troubleshooting – Edukite
Lesson 2
Module Introduction
00:02:00
What kind of incident are you dealing with
00:01:00
What Evidence are You looking For?
00:03:00
Assignment Overview
00:02:00
Follow callback commitments
00:03:00
Support Agent Interview
00:04:00
Compare Collaboration, Transfer, and Escalation
00:01:00
Lesson 3
Support Agent Interview
00:04:00
Transfer a Case
00:01:00
Escalate a Case
00:01:00
Module Introduction
00:01:00
Solution Validation steps
00:02:00
Unresponsive Customer Procedure
00:03:00
Recovery
00:02:00
What is Closure?
00:02:00
Reasons for Closure
00:01:00
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Lesson 4
Module Introduction
00:01:00
Developing Analytical Solutions
00:01:00
Anchoring
00:01:00
Basic Trobleshooting Steps
00:05:00
Problem Restatement
00:01:00
Setting Boundaries Overview
00:01:00
Overdelivering
00:01:00
The Risk of Overdelivering
00:01:00
Handling Objections
00:03:00
Assessment
Submit Your Assignment
00:00:00
Certi cation
00:00:00
COURSE REVIEWS
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IT Support: Troubleshooting – Edukite
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