MPP On-Demand: IT Support-Troubleshooting Course Outline

Special Note to New Hampshire Residents
This course has not yet been approved by the New Hampshire Department of Education. Please contact us for an update on when the class will be available in New Hampshire.

*** Note: This is an On-Demand Self Study Class ***
You can take this class at any time; there are no set dates. It features hands-on labs so you can practice new skills at your workstation. Other parts of the course include video lectures that you can view on-the-go from your phone or tablet. In all cases, customers must call us directly to register this class at 800-288-8221.

MPP On-Demand Series
This course is part of the Microsoft Professional Program Series, MPP: IT Support Track. It can be taken individually or as part of the 13-course series, plus a capstone project. You will need to purchase a validated certificate to get credit for this class as part of the MPP. Request the certificate at time of registration.

On-Demand Learner Profiles
MPP On-Demand is a self-study training solution that was designed for two types of learners. First, MPP On-Demand is a great fit for experienced IT professionals who don't need traditional 5-day classes to upgrade their existing skills. They can pick and choose topics to make the most effective use of their time. Second, MPP On-Demand is perfect for highly-motivated individuals who are new to a technology and need to space their learning over a period of weeks or months. These learners can take their time and repeat sections as needed until they master the new concepts.


Overview
If you are interested in pursuing a career in IT Support, this course introduces you to basic troubleshooting techniques for managing a customer support case.

Duration
This Microsoft authorized class is an online elearning course that should take between 15 to 20 hours of effort, depending on your background.

Course Outline

Introduce effective communication strategies

Develop a rapport with your customers

Interpret and paraphrase the customer’s message

Demonstrate empathy towards your customer

Review the steps involved in troubleshooting a customer support case

Examine best practices when assigning the problem and how to handle misroutes

Understand what problem scoping is, why you must scope a problem, and the steps involved in scoping a case

Identify how to find a solution based on the type of incident you’re dealing with, learn how to gather evidence and how to narrow down your research

Understand how to execute your troubleshooting plan, from collaborating with other support agents, to transferring a case, to escalating a case

Learn how to validate your solution, maintain customer satisfaction, and close a case

Examine troubleshooting best practices, including how to employ the analytical solution matrix when developing a solution

Understand how to manage customer expectations and how to manage customer objections to proposed solutions

CLD253x
View outline in Word

EC253X

Attend hands-on, instructor-led MPP On-Demand: IT Support-Troubleshooting training classes at ONLC's more than 300 locations. Not near one of our locations? Attend these same live classes from your home/office PC via our Remote Classroom Instruction (RCI) technology.

For additional training options, check out our list of Courses and select the one that's right for you.