From the course: Getting Started in IT Support: Core Skills and Career Pathways by Pearson

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Learning objectives

Learning objectives

From the course: Getting Started in IT Support: Core Skills and Career Pathways by Pearson

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Learning objectives

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Welcome to Lesson 4, Understanding and Creating Your Own Troubleshooting Workflow. In this lesson, we're going to cover a lot of important things, one of which is what happens before you even talk to a customer, what happens during the conversation with the customer, and what happens afterwards. Then we're going to cover some of the typical troubleshooting and diagnostic procedures that you may see or implement in your troubleshooting journey. All along, while we're documenting everything that we do and everything we use to resolve the problem and anything that we've tried that worked or did not work. So not only we or anybody who comes after us can understand what's happening, but the customer understands along the journey that we've been taking care of them. So let's begin.

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