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We will be adding more resources at no cost to our members taking live courses.

Soft Skills

Our Team has hand-picked top 10 soft skills courses for our members. This bundle is a must-have for anyone looking to start an IT career or even experience IT professional can take benefit from this package. ZERO cost to members that are taking our live courses or Premium members.

  • Balancing Priorities – 60 Slides
  • Behavioral Interviews – 74 Slides
  • Creative Problem Solving – 90 Slides
  • Ethics In The Workplace – 59 Slides
  • Meetings – 56 – Slides
  • Navigating Difficult Conversations -46 – Slides
  • Solid Business Writing – 66 – Slides
  • Time Management – 98 – Slides
  • Productive Work Habits -63- Slides

Free Microsoft Courses for New IT Professionals

IT Support: Fundamentals

Note: You can also take jobskillshare.org fundamental course to get a more real-world feel of this career (Click here)

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.

About this course

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

https://www.edx.org/course/it-support-fundamentals

IT Support: Communication

If you are interested in pursuing a career in IT Support, this course examines how to improve your basic customer communication skills

About this course

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

https://www.edx.org/course/it-support-communication

IT Support: Hardware Essentials

Learn the basics of computer devices, components, storage, displays, and connection interfaces.

About this course

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

  • 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

Windows Support Essentials: Installation

Learn how to install Windows 10, set up drivers and apps and configure web browsers and OneDrive.

About this course

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

https://www.edx.org/course/windows-support-essentials-installation

 

IT Support: Networking Essentials

Learn the essentials of networks from basic network components to how the Internet connects all over the world.

About this course

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

Windows Support Essentials: Maintenance

Learn how to maintain and update Windows 10 as well as backup and restore the system.

About this course

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.

https://www.edx.org/course/windows-support-essentials-maintenance

IT Support: Troubleshooting Windows

Learn how to troubleshoot basic Windows issues, using the built-in tools to identify faulty configuration settings.

About this course

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

https://www.edx.org/course/it-support-troubleshooting-windows

IT Support: Troubleshooting

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.

ort 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

https://www.edx.org/course/it-support-troubleshooting

Microsoft Office Fundamentals: Outlook, Word, and Excel

Learn how to create and edit Word documents, Excel spreadsheets, and emails with Microsoft Office in this course for beginners.

About this course

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.

https://www.edx.org/course/microsoft-office-fundamentals-outlook-word-and-exc

IT Support: Troubleshooting Microsoft Office

Learn to troubleshoot the most common issues in Office for Windows and Office for Mac.

About this course

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
  • Troubleshoot cloud storage
  • Troubleshoot Outlook

https://www.edx.org/course/it-support-troubleshooting-microsoft-office

IT Support: Cloud Fundamentals

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.

About this course

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

Next Step

Take Real-World Training(free)

Take Real-World Training(Instrcutor-led, hands-on labs)

 

 

May 10, 2020

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