Noel Temena

Isolation IQ Founder

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IT Troubleshooting Skill Training

Across the whole IT industry, Service Desk or Helpdesk have gotten a poor grade in providing consistent and reliable technical support. This stems for one reason and one reason alone: lack of troubleshooting or “problem identification” skill.

Since troubleshooting is considered an innate ability, the development and standardization of this critical skill is difficult. At present there is no IT troubleshooting skill training that exist for IT support teams. But it ends right now.

Sharpen your skill to resolve any kind of technical issue

  • Turn any difficult technical issue into a process of “efficient“ elimination.
  • Equip yourself with troubleshooting tools and logical weapons to complement your technical expertise
  • Gain a competitive edge in resolving any problems to minimize problem duration

Who is this class for?

This class is for all levels of technical professionals from the Enterprise-IT and BPO-IT industry. If you’re in the front line technical helpdesk this course is for you.

This class is strictly for improving problem resolution rate and minimizing call duration. This class is not designed for improving customer service skills.

Course materials does not depend on specific vendor.

What is the class requirement?

  1. Knowledge of at least one software or hardware product
  2. Awareness of the product’s corresponding sub-components

 What is the class structure?

One hour worth of video lectures on:

  • Troubleshooting definition and process
  • Logical isolation methods and tools

Based from your technical expertise, class projects will consist of:

  • Verbal troubleshooting techniques on the phone
  • Process troubleshooting for locating problem cause
  • Component troubleshooting for identifying problem cause

What You Will Learn

  • Problem Solving Priorities
  • Software and Hardware Troubleshooting Techniques
  • How to create fault isolation tools
  • Executing efficient troubleshooting task

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