In this IBM course, you will apply the knowledge gained from the IT Support Professional Certificate to realistic situations. This capstone course leads you through a series of technical support case studies that require hands-on work to resolve. Upon completing this course, you’ll gain an enriched perspective on employing technical support in professional settings, making you a sought-after IT professional.
Technical Support (IT) Case Studies and Capstone
Technical Support (IT) Case Studies and Capstone
This course is part of IBM IT Support Professional Certificate
Instructor: IBM Skills Network Team
8,916 already enrolled
Included with 
Gain insight into a topic and learn the fundamentals.
4.8
(158 reviews)
Intermediate level
Recommended experience
Flexible schedule
Approx. 10 hours
Learn at your own pace
98%
Most learners liked this course
What you'll learn
Describe processes and information related to IT Fundamentals in the context of providing technical support.
Demonstrate systematic and effective troubleshooting and problem-solving skills.
Use diagnostic tools and tracking systems to solve and log customer issues.
Apply customer service skills and a customer support mindset, including conflict mitigation and de-escalation skills.
Skills you'll gain
Details to know
Shareable certificate
Add to your LinkedIn profile
Assessments
25 assignments
Taught in English
See how employees at top companies are mastering in-demand skills
Build your Computer Security and Networks expertise
This course is part of the IBM IT Support Professional Certificate
When you enroll in this course, you'll also be enrolled in this Professional Certificate.
- Learn new concepts from industry experts
- Gain a foundational understanding of a subject or tool
- Develop job-relevant skills with hands-on projects
- Earn a shareable career certificate from IBM
Earn a career certificate
Add this credential to your LinkedIn profile, resume, or CV
Share it on social media and in your performance review
There are 5 modules in this course
In this module, you will demonstrate knowledge of hardware and operating systems, with a focus on providing effective technical support. From effective phone and email support to understanding the inner workings of computer components, this module lays the groundwork for your journey into technical expertise.
What's included
2 videos2 readings4 assignments1 app item2 plugins
Module 2 looks deeper in the the realm of technical support, where you will test your skills and knowledge with case studies on topics like software, programming, and databases. From troubleshooting web-related issues to guiding users through software updates and database management, this module lets you strengthen your ability to provide top-notch technical assistance.
What's included
5 assignments1 app item1 plugin
This week, you will demonstrate knowledge of networking software and storage in the context of providing technical support. By mastering live chat and email support skills and gaining expertise in remote support tools, you'll be well-prepared to diagnose and resolve network issues, configure storage solutions, and ensure smooth data transfer.
What's included
4 assignments1 app item1 plugin
This week, you will demonstrate knowledge of cybersecurity. From understanding open-source code licensing to securing user information and combatting cyber threats, this module equips you with the ability to test your knowledge and skills in case studies to safeguard digital assets and promote safe computing practices.
What's included
5 assignments1 app item1 plugin
In this final module, you will explore the dynamic field of cloud computing. You will use your skills and knowledge in case studies to practice managing access policies, resetting passwords, and navigating the complex world of cloud services.
What's included
4 readings7 assignments1 app item1 plugin
Instructor
Instructor ratings
4.9 (33 ratings)Offered by
Recommended if you're interested in Computer Security and Networks
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Learner reviews
4.8
158 reviews
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Showing 3 of 158
OC
5
Reviewed on Jul 18, 2023
It was quit challenging and i enjoyed the ride. Thank you Coursera
SZ
5
Reviewed on Oct 28, 2022
For me, this was a short course. I have completed all the previous courses and I am confident that I will be landing a great job using the specialization knowledge.
AD
5
Reviewed on Feb 4, 2023
I really like the case studies and the practice. I recommend this course to anyone inteerested in learning abourt IT technical support.
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Frequently asked questions
Access to lectures and assignments depends on your type of enrollment. If you take a course in audit mode, you will be able to see most course materials for free. To access graded assignments and to earn a Certificate, you will need to purchase the Certificate experience, during or after your audit. If you don't see the audit option:
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When you enroll in the course, you get access to all of the courses in the Certificate, and you earn a certificate when you complete the work. Your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile. If you only want to read and view the course content, you can audit the course for free.
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