Why Troubleshooting is Critical in IT | Google IT Support Certificate

The most important skill you will need to be a successful IT support professional is customer service. You need technical knowledge, but you also need to be able to interact effectively with a customer to solve their problem. Before exiting this course, you will study troubleshooting best practices, crucial customer service skills, and the proper documentation procedures you need to succeed in the IT world.

0:00 Troubleshooting Best Practices
2:09 Ask Questions while Troubleshooting
6:02 Isolating the Problem
9:25 Follow the Cookie Crumbs
12:31 Start with the Quickest Step First in IT Support
14:36 Troubleshooting Pitfalls to Avoid
16:22 Ticketing Systems and Documenting Your Work
18:49 Process Documentation
20:35 Documenting in Ticketing Systems

This video is part of the Google IT Support Certificate, which introduces learners to troubleshooting, customer service, networking, operating systems, systems administration, and security. The program, created by Google employees in the field, is designed to provide you with job-ready skills in about 6 months to start or advance your career in IT.

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Why earn a Google Career Certificate?
► No experience necessary: Learn job-ready skills, with no college degree required.
► Learn at your own pace: Complete the 100% online courses on your own terms.
► Stand out to employers: Make your resume competitive with a credential from Google.
► A path to in-demand jobs: Connect with top employers who are currently hiring.