IT Support - Documentation, Certificate

IT Support - Documentation, Certificate

  • Application Deadline
  • 35 days
    Duration
EdX is an online learning platform trusted by over 12 million users offering the IT Support - Documentation Certificate in collaboration with MicrosoftX. If you are interested in pursuing a career in IT Support, this course examines best practices you should employ when documenting support cases.

About

This IT Support - Documentation IT Support - Documentation Certificate is part of the Microsoft Professional Program Certificate in IT Support, offered by EdX in partnership with MicrosoftX MicrosoftX.

This course dives deep into the case management process and how to identify key issues that need to be documented throughout the evolution of a case. You will examine the reasons why documentation is so critical in the field of IT Support, and why it is so crucial for capturing all viewpoints within case documentation, from the support agent, to the customer, and to any other internal resource who may get involved. 

The course begins with an analysis of how to document different types of support cases, from advisory cases to reactive cases to escalated cases. The course then introduces you to various types of tools used to document cases. And finally, the course concludes with an examination of the different types of questions that a support agent needs to ask and document based on specific workflow situations. 

At the completion of the course, the student will have a greater appreciation for the importance of maintaining complete, detailed, and accurate documentation and when and how to apply that knowledge.

This is the last in a series of four courses that are targeted to individuals who are considering a move into IT Support. This course is a follow up on the IT Support Troubleshooting course.

Detailed Programme Facts

  • Deadline and start date Application deadline and start date were not specified by the programme.
  • Programme intensity Part-time
    • Average part-time duration 35 days
    • Intensity 3 hrs/week
    • Duration description

      Length: 5 weeks Effort: 3 to 4 hours per week

  • Languages
    • English
  • Delivery mode
    Online
    • Time flexibility
      Self-paced
  • More information Go to the programme website

Programme Structure

What you'll learn
  • Understand what an advisory case is and identify the key requirements that should be documented for such a case
  • Understand what a reactive case is and identify the key requirements that should be documented for such a case
  • Understand what the key requirements are that should be documented when escalating a case, as well as when to conduct warm transfers
  • Examine the types of tools that are commonly used to capture customer data
  • Identify key questions that should be asked during different phases of the case management life cycle
  • Identify key questions that should be asked when encountering specific problem situations

Lecturers

  • Tony Frink - Senior Content Development Manager, Microsoft

  • Mike Orlowicz - Business & Financial Consultant / IT Course Development & Delivery, Lawrence Associates LLC

  • Bernie Lawrence - CEO, Lawrence Associates LLC

English Language Requirements

This programme requires students to demonstrate proficiency in English.

Tuition Fee

  • International Applies to you

    99 USD/full
    Tuition Fee
    Based on the original amount of 99 USD for the full programme and a duration of 35 days.
  • National Applies to you

    99 USD/full
    Tuition Fee
    Based on the original amount of 99 USD for the full programme and a duration of 35 days.
We've labeled the tuition fee that applies to you because we think you are from and prefer over other currencies.
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Funding

Check the programme website for information about funding options.

StudyPortals Tip: Students can search online for independent or external scholarships that can help fund their studies. Check the scholarships to see whether you are eligible to apply. Many scholarships are either merit-based or needs-based.

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