Must-Have Tools for IT Support: Remote Access, AI, and Troubleshooting by Pearson

In today’s fast-paced digital world, IT support professionals need both strong technical knowledge and the right tools to deliver fast, secure, and effective support from anywhere. This comprehensive course teaches how to use essential IT support and remote desktop tools to manage devices remotely, solve complex issues, and provide real-time support. It covers how to use popular remote access tools such as RDP (Remote Desktop Protocol), Cisco Webex, TeamViewer, Virtual Network Computing (VNC), and pcAnywhere.

Discover how each tool fits different support scenarios. Learn how to use AI-powered support tools, technical forums, and search engines to research and resolve IT problems more efficiently, exploring how narrow AI, predictive AI, and generative AI can transform help-desk operations. Additionally, review security, privacy, and ethical factors to consider when using public data sources and remote access tools. Whether you are just starting in IT support or looking to enhance your skills with modern tools and best practices, this course provides techniques you can apply right away.

Learning objectives
Describe the differences and similarities of leading remote access and troubleshooting tools.
Explain the process involved to set up and use common remote access tools for technical support tasks.
Initiate and manage a remote session to help troubleshoot and resolve user issues.
Apply search strategies using knowledge base articles, technical forums, and search engines to diagnose and fix IT problems.
Describe the role of artificial intelligence in IT support, including the use of narrow, predictive, and generative AI tools.
Evaluate the security, privacy, and ethical risks associated with using public data sources and AI for IT troubleshooting.