IT Support Fundamentals – Edu Kite
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The 'IT Support: Fundamentals' course by Edukite, part of the Microsoft Professional Program in IT Support, introduces students to the role of an IT support agent, covering core priorities, responsibilities, and customer interaction strategies, including cultural considerations. To complete the course, students must submit written assignments and can obtain a certificate for £49 upon successful completion. The course is free to study and consists of several modules designed to develop key IT support skills.
IT Support Fundamentals – Edu Kite
- 1. 7/31/2018 IT Support: Fundamentals – Edukite https://edukite.org/course/it-support-fundamentals-ms/ 1/10 HOME / COURSE / TECHNOLOGY / IT SUPPORT: FUNDAMENTALS IT Support: Fundamentals ( 9 REVIEWS ) 2382 STUDENTS This course is part of the Microsoft Professional Program Certi cate in IT Support. In this course, you’ll be introduced to … FREE 1 YEAR TAKE THIS COURSE
- 2. 7/31/2018 IT Support: Fundamentals – Edukite https://edukite.org/course/it-support-fundamentals-ms/ 2/10 LEVEL 2 - CERTIFICATE COURSE BADGE COURSE CERTIFICATE 41NUMBER OF UNITS 0NUMBER OF QUIZZES 1 HOUR, 31 MINUTES HOME CURRICULUM REVIEWS This course is part of the Microsoft Professional Program Certi cate in IT Support. In this course, you’ll be introduced to and better understand the role of an IT support agent, including core priorities and key responsibilities. You’ll learn how to improve your support skills by interacting with other roles and mastering speci c performance skills, in uences customer behavior when dealing with IT Support, including global cultural differences. Assessment This course does not involve any written exams. Students need to answer 5 assignment questions to complete the course, the answers will be in the form of written work in pdf or word. Students can write the answers in their own time. Each answer needs to be 200 words (1 Page). Once the answers are submitted, the tutor will check and assess the work. Certification Edukite courses are free to study. To successfully complete a course you must submit all the assignment of the course as part of the assessment. Upon successful completion of a course, you can choose to make your achievement formal by obtaining your Certi cate at a cost of £49. Having an Of cial Edukite Certi cation is a great way to celebrate and share your success. You can: Add the certi cate to your CV or resume and brighten up your career Show it to prove your success Course Credit: Microsoft COURSE CURRICULUM
- 3. 7/31/2018 IT Support: Fundamentals – Edukite https://edukite.org/course/it-support-fundamentals-ms/ 3/10 Welcome to IT Support: Fundamentals Before You Start 00:03:00 Introduction to the Support Agent Role Module Introduction 00:01:00 De nition of the Support Agent 00:03:00 The Support Agent Role 00:04:00 Support Agent Interview 00:04:00 Duties and Responsibilities 00:05:00 Deliver a consistent customer experience 00:01:00 Support and drive growth, consumption, and revenue 00:01:00 A growth vs. xed mindset 00:02:00 How to adopt a growth mindset 00:02:00 Learned Skills 00:01:00 Core Priorities of a Support Agent 00:01:00 Support the lifecycle 00:01:00 The Right Attitude 00:01:00 Internal vs. External 00:02:00 General Escalation Path 00:04:00
- 4. 7/31/2018 IT Support: Fundamentals – Edukite https://edukite.org/course/it-support-fundamentals-ms/ 4/10 Enterprise Services Strategy 00:04:00 Assisted Support/Support Model 00:05:00 Compensation and Bene ts 00:04:00 Readiness 00:03:00 Global Cultural Competence Module Introduction 00:02:00 What is Culture? 00:02:00 What is Behavior? 00:03:00 Think about values 00:02:00 Can values be misinterpreted? 00:04:00 Overview of Cultural Dimensions 00:03:00 Indirect communications 00:02:00 Direct communication strategies 00:01:00 How do different cultures view time? 00:02:00 Introduction to Case Management Module Introduction 00:01:00 Case Flow Stages 00:03:00 Assignment tasks 00:02:00
- 5. 7/31/2018 IT Support: Fundamentals – Edukite https://edukite.org/course/it-support-fundamentals-ms/ 5/10 Wait States and Dispositions 00:01:00 Commonly-Used Wait States 00:01:00 Scoping Overview 00:02:00 Summarized Scoping Steps 00:02:00 Solution Development Overview 00:02:00 Solution Validation Overview 00:03:00 Closure Overview 00:01:00 Assessment Submit Your Assignment 00:00:00 Certi cation 00:00:00 COURSE REVIEWS 4.7 9 ratings
- 6. 7/31/2018 IT Support: Fundamentals – Edukite https://edukite.org/course/it-support-fundamentals-ms/ 6/10 5 STARS 4 STARS 3 STARS 2 STARS 1 STARS 0 0 0 0 0 NO REVIEWS FOUND FOR THIS COURSE. RELATED COURSES
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- 9. 7/31/2018 IT Support: Fundamentals – Edukite https://edukite.org/course/it-support-fundamentals-ms/ 9/10 BEST RECOMMEND COURSES ( 9 REVIEWS ) 1909: The People’s Budget 1253 STUDENTS ( 6 REVIEWS ) 21st Century Marketing 718 STUDENTS ( 7 REVIEWS ) 70-697 – Con guring Windows Devices 1334 STUDENTS SUBSCRIBE TO OUR NEWSLETTER Get top tips & guidance from our in-house study abroad experts Your Email Submit
- 10. 7/31/2018 IT Support: Fundamentals – Edukite https://edukite.org/course/it-support-fundamentals-ms/ 10/10 USEFUL LINKS About Terms & Conditions Privacy Policy Cookie Policy Contact INQUIRY 3 Lower Thames Street,London,EC4R 6HE. 020 3934 9675 info@edukite.org COPYRIGHT © BY EDUKITE