What You’ll Learn
- 🧠 Analyze and resolve complex software issues using systematic troubleshooting
- 📡 Diagnose network performance issues with real-world tools and techniques
- 🗣 Communicate technical problems to non-technical stakeholders with confidence
- ✅ Deliver better end-user outcomes through expert-level support strategies
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Course Description
In today’s tech-driven world, the ability to solve IT issues and clearly explain technical problems is invaluable. This Coursera course, led by Luca Berton in collaboration with Starweaver, gives you both: expert troubleshooting techniques and effective communication strategies.
Whether you’re new to the field or refining your skills, you’ll learn to:
- Diagnose software and network issues
- Use real-world case studies to apply new methods
- Communicate clearly with clients and stakeholders
- Build confidence in delivering technical solutions
🛠 No prerequisites needed — just curiosity and a desire to level up your support skills.
Course Outcomes
By completing this course, you’ll be able to:
- Use diagnostic tools to analyze and solve complex IT issues
- Monitor and troubleshoot networks using advanced techniques
- Manage client expectations through clear, empathetic communication
- Apply structured processes to reduce downtime and increase reliability
- Introduction & Instructor Welcome (4 min)
- What Are Software Diagnostics? (5 min)
- Software Diagnostic Tools (5 min)
- Practical Applications & Case Studies (6 min)
- Intro to Network Management (7 min)
- Network Troubleshooting Techniques (5 min)
- Network Solution Case Studies (5 min)
- Basics of Client Communication (5 min)
- Navigating Difficult Technical Conversations (5 min)
- Real-World Scenarios in IT Support (4 min)
- Course Overview
- Log-Based Software Monitoring Study
- NHS England Network Failure Case
- Communication Strategies for Technical Support
- Final Project: Troubleshooting Diagnostics, Networks, and Customers (20 min)
- Reliability Through Software Diagnostics
- Balancing Network Security and Performance
- Communicating Complex IT Issues
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Related Courses by Luca Berton
Expand your troubleshooting toolkit:
- Root Cause Analysis: Principles and Benefits – Dig deeper into problem-solving methodologies.
- Back-End Infrastructure: Servers, Secure APIs and Data – Understand the systems you’re troubleshooting.