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

0:00 Best troubleshooting practices
2:09 Ask questions while troubleshooting
6:02 Isolate 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 students to troubleshooting, customer service, networking, operating systems, systems administration, and security. Developed by Google employees in the field, the program is designed to give you up-to-date skills in about six months so you can start or advance your career in IT.

Get the certificate HERE: https://goo.gle/47Xwmmk

Subscribe HERE: https://bit.ly/SubscribeGCC

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Why Earn a Google Career Certificate?
► No experience necessary: Learn job-ready skills, without a 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 reference from Google.
► A path to in-demand jobs: Connect with top employers currently hiring.

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