Assistance technique IBM Certificat Professionnel

Gain the daily work skills and knowledge you’ll need for IT Technical Support career success.

This course, part of the IBM Technical Support Professional Certificate, is designed for beginners with no prior IT experience or formal degree. Get an insider’s view into IT Support work. Learn about IT Support roles and levels, the support escalation matrix, ticketing systems, common support tools, and remote support software. Then, hear about career opportunities and career pathways from experienced, expert Information Technology professionals. By the end of this course, you will be able to: - Describe and develop a customer service and support mindset. - Define the levels of IT support and the escalation matrix. - Explore the features and benefits of ticketing systems. - Identify support tools and systems used in technical support. - Explore various tech support roles and responsibilities, including service level agreement responsibilities. - Recognize the career paths and progression in Technical Support. These skills will equip you to speak with prospective employers and ask insightful questions that demonstrate your knowledge of the day-to-day administrative role-related responsibilities.

If you're ready to enter the world of Information Technology (IT), you need job-ready skills. This course enables you to develop the skills to work with computer hardware and operating systems, and is your first step to prepare for all types of tech related careers that require IT Fundamental skills.

First, learn about the essential software brain of a computer—its operating system software when you explore Microsoft Windows. Next, discover internal key hardware computer components, including motherboard components, central processing unit (CPU) memory, hard drives, expansion slots, and more. Become skilled at identifying the various hardware connections, including categories of ports, add-on peripherals such as mice, and other hardware components. Learn the essentials of basic workstation setup, commonly used operating system settings, screen capture commands, and job-essential good troubleshooting practices. Now you're ready to combine your hardware and operating systems knowledge to set up and troubleshoot malfunctioning computer systems. This course is for anyone new to IT and computer hardware or who wants to start an IT support-related profession as a Help Desk Support Specialist, IT Support Specialist, Virtual Customer Service Agent, or Technical Support Representative. Showcase your analytical and evaluation skills via online labs to be job-ready with real-world skills.

There are many types of software and understanding software can be overwhelming. This course aims to help you understand more about the types of software and how to manage software from an information technology (IT) perspective. This course will help you understand the basics of software, cloud computing, web browsers, development and concepts of software, programming languages, and database fundamentals.

After completing this course, you will have a better understanding of software processes, and you'll be more confident in your understanding of using and securing your applications. In this course, you'll learn about software that ranges from the operating system running on your mobile phone to the applications that run databases on your computer at work. You'll also begin to understand more about installing and managing web browsers, using extensions and plug-ins, and keeping web browsers secure and updated. Additionally, you'll see how cloud-based technologies can help businesses create and deploy applications more quickly. This course will also teach you about the development and delivery of software and applications. By the end of the course, you'll understand simple programming concepts and types, and you'll become more familiar with the fundamentals of database management.

Gain skills that keep users connected. Learn how to diagnose and repair basic networking and security problems.

Designed for beginners, this course is designed for anyone new to networks and storage and develops the skills needed to diagnose and repair basic networking and storage problems. This course Is for you if you are kickstarting an IT Support role, network technician role, or building your base knowledge for system administration. Using videos and virtual, online hands-on labs, you'll learn about network types and standards, discover how to set up wired and wireless connections. Learn to identify common network storage and network sharing options including local, hosted, and cloud storage options.