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Standing Out from the Crowd
To land an interview for a job you want, make sure your resume and online professional presence a...
Your Opportunity for Success
Hi, there. My name is Rob Clifton, and I'm a Program Manager at Google. My career in IT started a...
Documenting in Ticketing Systems
Now that we've talked a little bit about documenting processes, let's talk about how you write do...
Process Documentation
Let's take a look at examples of good and not-so-good documentation. Here's the deal; you encount...
Ticketing Systems and Documenting Your Work
Have you ever worked hard on something that had a lot of steps and took a long time only to hav...
How to Deal with Difficult Situations Part II
Another cause of frustration in user support interactions is when people talk over each other. Th...
How to Deal with Difficult Situations Part I
If you've ever worked in customer service, then you've dealt with difficult situations. The way y...
Anatomy of an Interaction
Now that we've covered the main customer service techniques, we're going to dive into some of the...
Intro to Soft Skills
Customer service is a critical skill in IT support. I can't emphasize that enough. The techniques...
Amir: Attributes in an IT support space
So there are three key attributes that we review when taking a look at potential people for the I...
Troubleshooting Pitfalls to Avoid
You've gained a lot of great foundational troubleshooting skills. But there are some common pitfa...
Start with the Quickest Step First
We've asked some great questions to understand our problem. We've isolated our problem to an effe...
Follow the Cookie Crumbs
Another effect of troubleshooting method is called Follow the cookie crumbs. What purpose does th...
Isolating the Problem
Now that we have the ask-questions approach nailed down let's cover another effective troubleshoo...
Ask Questions!
How would you respond if I asked you, do you know how long it'll take me to get to the bank? You'...
Module 5 Glossary
New terms and their definitions: Course 1 Week 5 Application software: Any software created to...
Module Introduction
You've already learned about the hardware, operating systems, and software layers of the computer...
Module 1 Glossary
New terms and their definitions: Course 1 Week 1Abstraction: To take a relatively complex system ...
Installing, Updating and Removing Software in Linux
Installing, Updating and Removing Software in Linux Time Limit: 1 hourFree ...
Installing, Updating, and Removing Software in Windows
Introduction This lab will teach you how to perform basic software maintenance on Windows machin...