Microsoft Professional Program | IT Support Be an IT Support Hero
The help desk is the front line of engagement for customers when problems arise. With the IT Support track you will learn a wide range of skills to diagnose, troubleshoot, and solve customer issues.
Microsoft Professional Program for IT Support
Learners who are interested in a career in IT, but have yet to receive formal IT training, will learn the skills for the role of a front-line Help Desk or Tier 1 IT Support Professional. This curriculum will give you a broad range of skills to support many different technology areas.
14 REQUIRED COURSES | 8-16 HOURS PER COURSE | 13 SKILLS
IT Support: Fundamentals
Learn the core priorities and key responsibilities of the IT Support role. The course then examines what influences customer behavior when dealing with IT Support, including global cultural differences and communication styles. The course concludes with an introduction to the basic stages of case management, from initial receipt of a support call through solution development and closure.
LEARN MORE IT Support: Communication
Learn an appreciation for the communication skills that a successful support agent needs. The course reviews effective communication strategies that will help you develop a rapport with your customer. You then examine ways to connect with your customer through phone, email, chat, and social media, including a demonstration of empathy and communicating at the customer’s level of expertise. Finally, you examine how to deal with challenging customers and how to defuse a customer’s anger.
LEARN MORE IT Support: Troubleshooting
Learn an in-depth knowledge of the steps involved in troubleshooting a customer issue throughout its life cycle. Expand your skills to become a more efficient and effective troubleshooter including training on tips and tricks on developing analytical solutions, troubleshooting best practices, how to manage customer expectations and handle customer objections to proposed solutions regardless of product.
LEARN MORE IT Support: Documentation
Learn importance of maintaining complete, detailed, and accurate documentation and when and how to apply that knowledge. This course follows up on the IT Support Troubleshooting course by delving deeper into the case management process and identifying the key issues that need to be documented throughout the evolution of a case. You will learn the reasons why documentation is so critical in the field of IT Support, the different types of questions to ask, and why it is so crucial to capture all viewpoints within case documentation, from the support agent, to the customer, and to any other internal resource who may get involved.
LEARN MORE IT Support: Hardware Essentials
Learn the basic understanding of the different types of computing devices (desktop computers, laptops, tablets, smartphones, etc.), computer components (CPU, memory, power supplies, etc.) as well as peripheral devices, storage devices, displays and connection interfaces. This course includes in introduction to basic hardware troubleshooting skills.
LEARN MORE IT Support: Networking Essentials
Learn basic core networking concepts to learners that are new to IT Support. The course starts with explaining the purpose of networking and how networks are laid out in homes, offices, between offices and around the world with the Internet. Finally, the course goes into details of troubleshooting common networking issues. The detailed topics in this course includes understanding network topologies, understanding physical networking, understanding network protocols and troubleshooting common network issues.
LEARN MORE Windows Support Essentials: Installation
Learn how to support the installation tasks associated with Windows 10. You will develop skills that include learning how to install and customize Windows 10 operating systems and applications, configure web browsers and OneDrive. You will also learn about upgrading and migrating to Windows 10.
LEARN MORE Windows Support Essentials: Configuration
Learn how to support the configuration tasks associated with Windows 10. You will develop skills that include managing storage, files, and printers as well as how to configure network connectivity for Windows 10. You will also learn how to manage authorization and authentication of users.
LEARN MORE Windows Support Essentials: Maintenance
Learn how to support the maintenance tasks associated with Windows 10. You will develop skills that include learning how to manage network and device security. You will also learn about backup and recovery as well as how to optimize performance of Windows 10.
LEARN MORE IT Support: Troubleshooting Windows
Learn the essential skills for troubleshooting basic issues that can happen with Microsoft Windows and how to find the issues and fix them. In this course we assembled the top issues people can encounter when using Microsoft Windows. We discuss the symptoms, what tools you will use to identify the issues and how to fix the issues on your Windows PC. These include troubleshooting Windows installation problems, troubleshooting Windows web browser problems, troubleshooting application installation issues, troubleshooting Windows Authentication problems, clean malware infected devices.
LEARN MORE Microsoft Office Fundamentals Microsoft Office Fundamentals: Outlook, Word, and Excel
Learn basic Word, Excel, and Outlook skills including how to create and manage documents, organize information in tables, perform calculations on data, create graphs and charts, organize your email Inbox, and manage email automatically.
LEARN MORE Troubleshooting Microsoft Office IT Support: Troubleshooting Microsoft Office
Learn the basics of setting up an email client in Outlook, troubleshooting connectivity issues, and troubleshooting cloud storage for both Windows and Mac platforms.
LEARN MORE IT Support: Cloud Fundamentals
Learn the basics of core cloud concepts and a historical perspective of how IT evolved to needing cloud solutions. The detailed topics include building a case for the cloud, understanding cloud types, understanding the cloud services and security, introduction to Microsoft Azure, introduction to Microsoft Office 365.
LEARN MORE Microsoft Professional Capstone : IT Support
Validate the skills and knowledge you have learned by taking the IT Support Microsoft Professional Program. The Capstone project will provide you with a series of tasks based activities around the core subject areas that validate the skills you have developed. The tasks will cover Role, Technical and Productivity skills.
Be able to handle all the problems that they will throw at you
Each course in the Microsoft Professional Program IT Support features hands-on labs so you can practice with the most sought after skills. Assessments that require more than just memorization ensure that you have mastered these new skills allowing you to help others.
Learn on your own time
All courses are available online and on demand – so whether you plan to spend a couple of hours per day or a couple of hours per week, you can work on these skills at the pace that is right for you. And since the curriculum consists of massive open online courses (MOOC) on edX, you can watch the videos on your tablet or phone.