Troubleshooting

I made it to the final module of technical support fundamentals! I'm definitely looking forward to moving on to some more advanced material!! This module was all about troubleshooting and the learning objectives were:

• To be able to effectively troubleshoot an issue using the troubleshooting methods learned
• To be able to empathise with a user and utilise soft skills for an excellent customer experience
• To understand why documentation is an important aspect of an IT role

I was introduced to the best practices for troubleshooting when it comes to IT issues. These include to ask questions, isolate the problem, use system logs to follow cookie crumbs and attempting the quickest remediation steps first. I also learnt the importance of not going into auto pilot or not looking for the root cause of an issue.

The next section was focused on customer service and featured a number of videos of various scenarios and interactions, displaying both positive and negative exchanges. I feel as though I already have very strong customer service skills as a result of working in the hospitality industry for numerous years and in varying roles. 

Finally I learnt the importance of documentation in IT and how ticketing systems are used to log issues and updates, as well as steps and procedures that are used to remedy problems encountered. This is a very useful aspect as it allows the solutions to be audited and process documentation to be created.

With the completion of this module and my final piece of graded work I am pleased to say I passed with 100% and was awarded with a certificate for the whole course...

https://coursera.org/verify/G3SUL6SRQHSA  

Only four more courses to complete and I'll have my first full IT related certification! Then I can get stuck in to the Google Cybersecurity cert, the proper juicy stuff!!

Dave