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edX: IT Support: Fundamentals

 with  Bernie Lawrence
This course is part of the Microsoft Professional Program Certificate in IT Support.

In this course, you will be introduced to and better understand the role of an IT support agent, including core priorities and key responsibilities. You will learn how to improve your support skills by interacting with other roles and mastering specific performance skills.

The course then examines what influences customer behavior when dealing with IT Support, including global cultural differences and communication styles. The course concludes with an introduction to the basic stages of case management, from initial receipt of a support call through solution development and closure.

This is the first in a series of four courses that are targeted to individuals who are considering a move into IT Support.
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Cost Free Online Course
Pace Self Paced
Institution Microsoft
Provider edX
Language English
Certificates $99 Certificate Available
Hours 3-4 hours a week
Calendar 4 weeks long

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What are MOOCs?
MOOCs stand for Massive Open Online Courses. These are free online courses from universities around the world (eg. Stanford Harvard MIT) offered to anyone with an internet connection.
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