IT Troubleshooting Skill and Process Management
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This course is about teaching IT Managers how to standardize troubleshooting skills and procedures to build their all star technical team.
This program teaches managers how to:
Take this one-of-a-kind IT troubleshooting manager’s course now and start building your technical team to provide consistent and reliable technical support.
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Desktop, iOS and Android.
Certificate of completion.
|Section 1: Troubleshooting Basics|
Troubleshooting Model and Skill Set
|Lecture 4||10 pages|
Comparing deduction and isolation to better understand troubleshooting
|Section 2: Assembling your Team|
How to screen job applicantsPreview
Job Questionnaire (Template)
|Section 3: Training your Team|
Skill Training ObjectivesPreview
Team Drills 1 - 4
Team Drills 5 - 10
Team Drills (Template)
Inbox Training, Technical Gymnastics and Technical Sparring
How to Quantify Troubleshooting SkillPreview
|Section 4: Equip your Team with a Powerful Tool|
Why and How Troubleshooting Tool will Work
Building the Troubleshooting Tool
Making it a Powerful Troubleshooting Tool
Predicting Problem Resolution
|Section 5: Bonus Material|
|Lecture 18||75 pages|
IT Troubleshooting Skill Manual
|Lecture 19||7 pages|
When is troubleshooting not troubleshooting? A straight answer.
Noel has been an Enterprise IT Analyst for MNCs for over 20 years. During his research in technical support operations, he discovered common troubleshooting patterns. Based on these patterns, he developed a methodology that can be applied to all types of technical components. This methodology was then converted into a skill and process model, which became the foundation for IT Troubleshooting Management.