Description
Getting Started in IT Support: Core Skills and Career Pathways. This course provides a comprehensive, practical program for entering and advancing in the IT support and technical assistance profession. The course is designed to prepare individuals for real-world roles and provides a clear path to acquiring the skills needed in the job market. Participants will first be introduced to the core tasks of a support technician, such as managing ticket queues, adhering to service level agreements, and using ticketing systems to increase customer satisfaction. They will also be taught time management strategies and aligning with key performance indicators to improve efficiency. Another part of the course focuses on building a strong foundation in troubleshooting processes and diagnostic methods, which includes safety topics such as protecting against electrical hazards and electrostatic discharge to ensure the health of the technician and equipment. In addition to the technical topics, valuable insights are provided from experienced helpdesk professionals that include real-world experiences, common challenges, and career development strategies. By the end, learners will learn how to develop effective study habits, participate in professional communities, and prepare to earn internationally recognized certifications. This training combines technical knowledge and career guidance to build the confidence needed to succeed in the IT support field.
What you will learn
- Understand Responsibilities: Outline the key roles and duties of an IT Support Technician to accurately understand job expectations.
- Career Transition: Explaining how to leverage previous experiences and skills to successfully enter an IT career path.
- Ticketing Management: Learn how to effectively manage ticket queues using common ticketing tools and systems in organizations.
- Time Management: Employ time management techniques to expedite response and problem resolution in high-pressure Helpdesk environments .
- Quality Assurance: Analysis of Service Level Agreements ( SLAs ) and Key Performance Indicators to ensure the quality of services provided.
- Technical Documentation: Learn how to create clear and concise documentation that helps with better customer communication and future troubleshooting.
- Systematic troubleshooting: Developing a systematic workflow to quickly diagnose and efficiently resolve hardware and software problems.
- Safety and standards: Identify physical hazards such as static electricity and implement protective measures for personal and device safety.
- Communication Skills: Assess and improve professional communication skills and coaching techniques to build strong working relationships.
- Development strategy: Planning for continuous learning, practical training, and preparation for international exams to advance in the career.
This course is suitable for people who:
- Aspiring Technicians: People who plan to start their career as IT support technicians.
- Career changers: Those who have worked in other fields and are now looking to enter the world of technology.
- Entry-level professionals: New IT professionals who want to improve their troubleshooting and customer management skills.
- Recent Graduates: Students who have recently completed their education and are looking for practical, real-world knowledge for the job market.
- Helpdesk staff: People who work in support departments and want to update their knowledge.
- Certification candidates: Anyone whose goal is to prepare for accredited exams like the CCST and other technology-based certifications.
Course Description: Getting Started in IT Support: Core Skills and Career Pathways
- Publisher: Oreilly
- Instructor: Jason Gooley
- Training level: Beginner
- Training duration: 4 hours and 1 minute
Course topics
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Sample course video
Installation Guide
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Subtitles: English
Quality: 720p
Download link
Downloadly
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File size
840 MB
