This course is part of the Microsoft Professional Program Certificate in IT Support. In this course, you’ll be introduced to and better understand the role of an IT support agent, including core priorities and key responsibilities. You’ll learn how to improve your support skills by interacting with other roles and mastering specific performance skills, influences customer behavior when dealing with IT Support, including global cultural differences.
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 Certificate at a cost of £49.
Having an Official Edukite Certification is a great way to celebrate and share your success. You can:
- Add the certificate to your CV or resume and brighten up your career
- Show it to prove your success
Course Credit: Microsoft
Course Curriculum
| Welcome to IT Support: Fundamentals | |||
| Before You Start | 00:03:00 | ||
| Introduction to the Support Agent Role | |||
| Module Introduction | 00:01:00 | ||
| Definition of the Support Agent | 00:03:00 | ||
| The Support Agent Role | 00:04:00 | ||
| Support Agent Interview | 00:04:00 | ||
| Duties and Responsibilities | 00:05:00 | ||
| Deliver a consistent customer experience | 00:01:00 | ||
| Support and drive growth, consumption, and revenue | 00:01:00 | ||
| A growth vs. fixed mindset | 00:02:00 | ||
| How to adopt a growth mindset | 00:02:00 | ||
| Learned Skills | 00:01:00 | ||
| Core Priorities of a Support Agent | 00:01:00 | ||
| Support the lifecycle | 00:01:00 | ||
| The Right Attitude | 00:01:00 | ||
| Internal vs. External | 00:02:00 | ||
| General Escalation Path | 00:04:00 | ||
| Enterprise Services Strategy | 00:04:00 | ||
| Assisted Support/Support Model | 00:05:00 | ||
| Compensation and Benefits | 00:04:00 | ||
| Readiness | 00:03:00 | ||
| Global Cultural Competence | |||
| Module Introduction | 00:02:00 | ||
| What is Culture? | 00:02:00 | ||
| What is Behavior? | 00:03:00 | ||
| Think about values | 00:02:00 | ||
| Can values be misinterpreted? | 00:04:00 | ||
| Overview of Cultural Dimensions | 00:03:00 | ||
| Indirect communications | 00:02:00 | ||
| Direct communication strategies | 00:01:00 | ||
| How do different cultures view time? | 00:02:00 | ||
| Introduction to Case Management | |||
| Module Introduction | 00:01:00 | ||
| Case Flow Stages | 00:03:00 | ||
| Assignment tasks | 00:02:00 | ||
| Wait States and Dispositions | 00:01:00 | ||
| Commonly-Used Wait States | 00:01:00 | ||
| Scoping Overview | 00:02:00 | ||
| Summarized Scoping Steps | 00:02:00 | ||
| Solution Development Overview | 00:02:00 | ||
| Solution Validation Overview | 00:03:00 | ||
| Closure Overview | 00:01:00 | ||
| Assessment | |||
| Submit Your Assignment | 00:00:00 | ||
| Certification | 00:00:00 | ||
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