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Learner Reviews & Feedback for Introduction to Technical Support by IBM

4.8
stars
1,160 ratings

About the Course

Technical Support professionals are in great demand! This is the first course in the IBM IT Support Professional Certificate program, designed to prepare you for a rewarding career in technical support. You will begin this self-paced course by learning what Informational Technology (IT) support is all about. You'll find out the roles and responsibilities of Technical Support professionals and become familiar with all the different career paths you can take in Technical Support. You will also hear from experts in the IT industry about getting started in the field and how you can pursue this career without prior experience or degrees. You'll also learn some basics about the technology that technical support professionals use. You will hear from industry insiders about how you can develop a customer support mindset and how to talk with customers and solve their problems. You will gain insights into performance evaluation, career paths, and the industry-recognized certifications that can propel your technical support career forward. You'll then gain a comprehensive understanding of support tools and support channels and how they streamline issue resolution. You will also learn about the importance of Service-Level Agreements (SLAs) and how they contribute to delivering exceptional support experiences. Next you will explore ticketing systems, a fundamental component of modern technical support. You'll learn about their features, benefits, and the lifecycle of a ticket or a support issue. Moreover, you'll immerse yourself in tech support methodologies, frameworks, and the art of effective documentation. The course wraps up with a project that provides you with the opportunity to use a ticketing system hands-on and simulate the work that IT Support Specialists and Helpdesk Technician鈥檚 perform....

Top reviews

MB

Jan 8, 2023

I felt this course was very well organized and was a great introduction to tech support. I will be continuing with the next courses for the IBM Technical Support Professional Certificate.

TB

Jul 11, 2023

I thoroughly enjoyed taking this course. I am glad there was a simulator included in this course to get a hands-on feel for a ticketing system used by many in the IT industry. Thank you!

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251 - 275 of 280 Reviews for Introduction to Technical Support

By Mike D

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May 29, 2024

Some problems with modules questions that would not respond otherwise okay to go.

By Margo

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Nov 17, 2023

Sometimes it feels like a lot of repeating information and needs more structure.

By Raja S

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Jan 22, 2023

The course

was really

helpful

and informative

content

about

tech support

By Angel K

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Aug 23, 2024

Great Info! May need a bit of modernizing, but that may just be me

By Survival M

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May 22, 2024

But after completion of this course, no guarantee to get job

By ABHIRUP G

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Jan 14, 2023

Its kinda boring but very informative and useful.

By Will L

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Feb 2, 2024

Good short course got what I wanted from it.

By Rayn G

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Jul 9, 2023

Amazing experience and highly interactive

By Andrew F

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Feb 3, 2023

Basic, but informative and foundational.

By Sherwin W

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May 21, 2024

It's basic but it's a good review!

By Tyler L

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Sep 27, 2022

Helpful with ticketing systems

By MARCILANIA F D S

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Oct 16, 2025

Plataforma muito boa.

By Amadeus S

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Feb 13, 2023

It taught I learned

By Juliet J

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Jul 17, 2025

Very Good Course

By Juzar D

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Jul 8, 2024

great course

By Amin H

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Jan 15, 2023

Raccomandato

By Hadi N

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May 14, 2023

Was great!

By BATHULA P K

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Jul 9, 2024

GOOD

By maqsudova i

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Dec 22, 2024

zor

By Vincent O

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Aug 31, 2022

i

By Faaizah S

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Sep 3, 2024

There was some trouble with the Hands On Modules. Some of the instructions were not updated.

By Afreen K

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Nov 8, 2024

,,,,,,,,,,,,,,,

By Mitch S

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Apr 6, 2025

I feel as though some aspects could be explained better while in the videos. I had to frequently look up answers for more context. Additionally, the people featured in these videos don't offer much fruitful insight as it seems that say what the company they represent may want to hear.

By Luca M

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Jul 18, 2025

Ti introduce e ti fa capire cosa fa, peccato che erano sempre le stesse cose. Non ti da le info importanti del mestiere

By noman j

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Jan 13, 2023

there should be more practical work included in this course