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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.


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.


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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
Submit Your Assignment 00:00:00
Certification 00:00:00

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