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IT Support: Troubleshooting

About This Course

This course is a follow up to IT Support Fundamentals and delves deeper into the entire case management process, guiding you through each stage of the process. You will examine best practices on how to become a more efficient and effective troubleshooter, including training how to manage customer expectations and handle customer objections.

The course begins with a basic review of the steps involved in troubleshooting a customer support case, from case assignment and scoping, to solution development, validation, and case closure. To support the troubleshooting process, the course provides tips and tricks on developing analytical solutions, troubleshooting best practices, and managing customer expectations. The course concludes with a look at how to handle customer objections to proposed solutions.

This course is not a technical troubleshooting course that focuses on troubleshooting specific product issues; rather, it provides introductory-level soft skills training on how to efficiently and effectively troubleshoot any support case, regardless of the product. At the completion of the course, the student will have gained an in-depth knowledge of the steps involved in troubleshooting a customer issue throughout its life cycle.

This is the third in a series of four courses that are targeted to individuals who are considering a move into IT Support.

What you'll learn

  • 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

Meet the instructors

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Tony Frink

Senior Content Development Manager

Microsoft

Tony Frink is a 35 year veteran of the IT industry, with a background in ERP technologies, Microsoft Dynamics CRM, and Microsoft Office. He spent the first 18 years of his career in ERP software development and professional services management. He has spent the past 17 years with Microsoft and is currently a Senior Content Development Manager on the Cloud Productivity team at Microsoft Learning. He is responsible for developing training content about Office 365 and related products, as well as IT Support topics.

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Mike Orlowicz

Business & Financial Consultant / IT Course Development & Delivery

Lawrence Associates LLC

With 40 years of professional experience Mike combines technical and business acumen with his coaching skills to provide his clients’ the knowledge they need to develop, deliver, and justify financial business cases for major investments. Mike regularly works with executives in private and public organizations to develop and deliver economic justifications for multi-million-dollar information technology investments. Over the past 10 years, he has also used that background as a basis for developing and delivering a variety of training courses for IT professionals.

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Bernie Lawrence

CEO

Lawrence Associates LLC

Bernie Lawrence is founder and CEO of Lawrence Associates LLC. Prior to starting Lawrence Associates LLC, he served as Vice President of Consulting,

Sales and Marketing, and as a Managing Director of Business Consulting with Immedient Corporation, Microsoft’s largest privately-held solutions provider.

He has a BS in Administration & Management Science and Economics from Carnegie Mellon University and an MBA in Finance from C.W. Post University.

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