MPP: IT Support

Diagnose, troubleshoot and solve customer issues

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Be an IT Support Hero

The help desk is the front line of engagement for customers when problems arise. With the IT Support track you will learn a wide range of skills to diagnose, troubleshoot, and solve customer issues.

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Summary

Who takes this course

Learners who are interested in a career in IT, but have yet to receive formal IT training.

Difficulty

Intermediate

Assessment

Exam that evaluates skills to implement infrastructure solutions in Azure and the ability to implement and monitor cloud and hybrid solutions, as well as supporting application lifecycle management.

Certification

The Microsoft Professional Program is completed by completing the Capstone project. There isn’t an exam to complete this track.

Completion time

145-228 hours

Curriculum

IT Support: Fundamentals

Summary

Length
4 weeks (3 to 4 hours per week)
Level
Introductory
Language
English

About this course

If you are interested in pursuing a career in IT Support, this course examines basic job skills that can help ensure you become a successful support agent.
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.

What you’ll learn

  • Introduce the support agent role
  • Identify the core priorities and key responsibilities of a support agent
  • Improve your support skills by interacting with other roles
  • Identify the performance skills a support agent should master
  • Understand what drives customer behavior when interacting with support agents
  • Examine how cultural dimensions and communication styles affect customer behavior
  • Learn how different cultures view time
  • Examine the basic stages of IT Support case management
IT Support: Communication

Summary

Length
5 weeks (3 to 4 hours per week)
Level
Introductory
Language
English

About this course

If you are interested in pursuing a career in IT Support, this course examines how to improve your basic customer communication skills.
This course provides insights into the communication skills and acumen needed to be a successful support agent. Effective communication, both with the customer and with internal resources at your company, is critical to the success of anyone considering a role in IT Support.
The course begins with a review of effective communication strategies that will help you develop a rapport with your customer. You then examine ways to connect with your customer through phone, email, chat, and social media, including a demonstration of empathy and communicating at the customer’s level of expertise. Finally, you examine how to deal with challenging customers and how to defuse a customer’s anger. At the completion of the course, you will have a greater appreciation for the communication skills that a successful support agent needs to develop.
This is the second in a series of four courses that are targeted to individuals who are considering a move into IT Support.

What you’ll learn

  • Introduce effective communication strategies
  • Develop a rapport with your customers
  • Interpret and paraphrase the customer’s message
  • Demonstrate empathy towards your customer
  • Review chat etiquette best practices
  • Communicate at the customer’s level of expertise
  • Differentiate between implicit vs. explicit customer messages
  • Understand how to respond effectively through phone, email, chat, and social media
  • Satisfy a challenging customer and defuse the customer’s anger

Prerequisites

  • Basic PC knowledge
IT Support: Troubleshooting

Summary

Length
5 weeks (3 to 4 hours per week)
Level
Introductory
Language
English

About this course

If you are interested in pursuing a career in IT Support, this course introduces you to basic troubleshooting techniques for managing a customer support case.
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
IT Support: Documentation

Summary

Length
5 weeks (3 to 4 hours per week)
Level
Introductory
Language
English

About this course

If you are interested in pursuing a career in IT Support, this course examines best practices you should employ when documenting support cases.
This course dives deep into the case management process and how to identify key issues that need to be documented throughout the evolution of a case. You will examine the reasons why documentation is so critical in the field of IT Support, and why it is so crucial for capturing all viewpoints within case documentation, from the support agent, to the customer, and to any other internal resource who may get involved.
The course begins with an analysis of how to document different types of support cases, from advisory cases to reactive cases to escalated cases. The course then introduces you to various types of tools used to document cases. And finally, the course concludes with an examination of the different types of questions that a support agent needs to ask and document based on specific workflow situations.
At the completion of the course, the student will have a greater appreciation for the importance of maintaining complete, detailed, and accurate documentation and when and how to apply that knowledge.
This is the last in a series of four courses that are targeted to individuals who are considering a move into IT Support. This course is a follow up on the IT Support Troubleshooting course.

What you’ll learn

  • Understand what an advisory case is and identify the key requirements that should be documented for such a case
  • Understand what a reactive case is and identify the key requirements that should be documented for such a case
  • Understand what the key requirements are that should be documented when escalating a case, as well as when to conduct warm transfers
  • Examine the types of tools that are commonly used to capture customer data
  • Identify key questions that should be asked during different phases of the case management life cycle
  • Identify key questions that should be asked when encountering specific problem situations

Prerequisites

  • Basic PC knowledge
IT Support: Hardware Essentials

Summary

Length
4 weeks (2 to 3 hours per week)
Level
Introductory
Language
English

About this course

Learn the basics of computer devices, components, storage, displays, and connection interfaces.
IT Support: Hardware Essentials is designed to introduce students to a basic understanding of the different types of computing devices (desktop computers, laptops, tablets, smartphones, etc.), computer components (CPU, memory, power supplies, etc.) as well as peripheral devices, storage devices, displays and connection interfaces.
This course also includes an introduction to basic hardware troubleshooting skills.

What you’ll learn

  • Describe computing devices
  • Understand PC and laptop hardware components
  • Troubleshoot common hardware issues
  • Explore mobile and connected devices
  • Troubleshoot common mobile device and connected device issues

Prerequisites

  • The Windows client training as part of the Microsoft Professional Program – IT Support.
IT Support: Networking Essentials

Summary

Length
4 weeks (2 to 3 hours per week)
Level
Introductory
Language
English

About this course

Learn the essentials of networks from basic network components to how the Internet connects all over the world.
IT Support: Networking Essentials is designed to introduce the core networking concepts to learners who are new to IT Support. The course begins by explaining the purpose of networking and then examines how networks are configured in homes, offices, between offices, and around the world with the Internet. This includes a review of network topologies, physical networking, and network protocols. The course concludes with an introduction to network troubleshooting, including how to troubleshoot common networking issues.

What you’ll learn

  • Understanding networking topologies
  • Understanding LANs, WANs and the Internet
  • Understanding wireless and wired networks
  • Understanding network protocols
  • Understanding TCP/IP
  • Troubleshooting networking using built-in networking tools

Prerequisites

  • The Windows client training as part of the Microsoft Professional Program – IT Support.
Windows Support Essentials: Installation

Summary

Length
4 weeks (2 to 4 hours per week)
Level
Intermediate
Language
English

About this course

Learn how to install Windows 10, set up drivers and apps and configure web browsers and OneDrive.
In this computer science course, you will learn how to support the installation tasks associated with Windows 10. You will develop skills that include learning how to install and customize Windows 10 operating systems and applications and configure web browsers and OneDrive.
You will also learn about upgrading and migrating to Windows 10. This course is part of a series of support focused Windows courses. It is intended for individuals working in an IT Support role.

What you’ll learn

  • Prepare to install Windows 10
  • Install Windows 10
  • Configure devices and device drivers.
  • Perform post-installation configuration tasks
  • Personalize Windows 10
  • Implement Applications
Windows Support Essentials: Configuration

Summary

Length
4 weeks (2 to 4 hours per week)
Level
Intermediate
Language
English

About this course

Learn how to configure Windows 10 devices including data access, authentication and networking.
In this computer science course, you will learn how to support the configuration tasks associated with Windows 10. You will develop skills that include managing storage, files, and printers as well as how to configure network connectivity for Windows 10.
You will also learn how to manage authorization and authentication of users. This course is part of a series of support focused Windows courses. It is intended for individuals working in an IT Support role.

What you’ll learn

  • Configure networking for Windows 10.
  • Configure Storage for Windows 10.
  • Configure data access and usage in Windows 10.
  • Configure remote management in Windows 10.
  • Configure authorization and authentication.

Prerequisites

  • Windows Support Essentials: Installation
Windows Support Essentials: Maintenance

Summary

Length
4 weeks (2 to 4 hours per week)
Level
Introductory
Language
English

About this course

Learn how to maintain and update Windows 10 as well as backup and restore the system.
In this course you will learn how to support the maintenance tasks associated with Windows 10. You will develop skills that include learning how to manage network and device security.
You will also learn about backup and recovery as well as how to optimize performance of Windows 10. This course is part of a series of support focused Windows courses. It is intended for individuals working in an IT Support role.

What you’ll learn

  • Set up Windows Update.
  • Perform system maintenance and performance in Windows 10
  • Configure backup, restore and recovery of system and data in Windows 10.
  • Configure advanced management tools.
  • Describe malware mitigation and avoidance techniques.

Prerequisites

  • Windows Support Essentials: Installation
  • Windows Support Essentials: Configuration
IT Support: Troubleshooting Windows

Summary

Length
4 weeks (2 to 3 hours per week)
Level
Introductory
Language
English

About this course

Learn how to troubleshoot basic Windows issues, using the built-in tools to identify faulty configuration settings.
This course is designed to teach basic troubleshooting skills for Windows 10. In this course we discuss common issues that arise and tools to help you resolve them. Some of the skills covered in this course include:

  • Troubleshooting Windows installation problems.
  • Troubleshooting Windows web browser problems.
  • Troubleshooting application installation issues.
  • Troubleshooting Windows Authentication problems.
  • Use of Windows reliability tools.

What you’ll learn

  • Troubleshooting Windows Installation
  • Using Windows troubleshooting and monitoring Tools
  • Troubleshooting web browser settings
  • Troubleshooting application installation issues
  • Troubleshooting Windows authentication

Prerequisites

  • The Windows client training as part of the Microsoft Professional Program – IT Support.
Microsoft Office Fundamentals: Outlook, Word, and Excel

Summary

Length
6 weeks(4 to 6 hours per week)
Level
Introductory
Language
English

About this course

Learn how to create and edit Word documents, Excel spreadsheets, and emails with Microsoft Office in this course for beginners.
In this training course, you will learn basic Word, Excel, and Outlook skills.
You will learn how to create and manage Word documents, organize information in tables, perform calculations on data, create graphs and charts, organize your email Inbox, and manage email automatically.
Today, employers across many industries and fields expect candidates to have Microsoft Office skills, as it is the most universally utilized software in business. Having these skills, even at a basic level, will help with your job prospects and increase your chances to be considered for most roles.

What you’ll learn

  • Create and edit Word documents
  • Create and perform data calculations with Excel spreadsheets.
  • Manage your email and calendar in Outlook.

Prerequisites

  • Basic computer skills.
IT Support: Troubleshooting Microsoft Office

Summary

Length
4 weeks (2 to 4 hours per week)
Level
Introductory
Language
English

About this course

Learn to troubleshoot the most common issues in Office for Windows and Office for Mac.
IT Support: Troubleshooting Microsoft Office is designed to introduce students to the basics of setting up an email client in Outlook, troubleshooting connectivity issues, and troubleshooting cloud storage. Since support professional may be working with Windows or Mac, the troubleshooting principles are explored on both platforms.

What you’ll learn

  • Troubleshoot Office download, installation, and activation issues
  • Troubleshoot Office
  • Analyze cloud usage models
  • Troubleshoot cloud storage
  • Troubleshoot Outlook

Prerequisites

  • The Windows client training as part of the Microsoft Professional Program – IT Support.
IT Support: Cloud Fundamentals

Summary

Length
4 weeks (2 to 3 hours per week)
Level
Introductory
Language
English

About this course

Learn about Cloud fundamentals, including core cloud concepts, cloud usage models, cloud security basics, and cloud services, and receive an introduction to Microsoft Azure and Microsoft Office 365.
IT Support: Cloud Fundamentals is designed to introduce the core cloud concepts to IT Support learners. This course provides an historical perspective of how IT has evolved to the point where it is now using cloud solutions. The course examines the different types of cloud solutions that are available, as well as the basics of cloud services, cloud usage models, and cloud security. The course concludes with an introduction to Microsoft Azure and Microsoft Office 365.

What you’ll learn

  • Examine core cloud concepts
  • Review basic cloud services
  • Analyze cloud usage models
  • Examine cloud security basics
  • Learn about Microsoft Azure as an IaaS and PaaS solution
  • Learn about Microsoft Office 365 as a SaaS solution

Prerequisites

  • Basic PC knowledge
Microsoft Professional Capstone: IT Support

The capstone project is offered directly by Microsoft and can only be done once per quarter: in January, April, July and October.

Enroll for the full MPP track here in the month prior to the one the capstone starts in, using the Microsoft account you used to register on Azure Academy so that your progress is synced.

To have your progress synced with Azure Academy and to be eligible for the capstone project you have to have a Certificate of Completion for each one of 10 required courses from Azure Academy.

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