CIT 205 - Help Desk and User Support

 
Description
This course focuses on information and services within an organization that requires user support specialists to enhance productivity and to resolve problems.  Topics include an overview of the user support services field, hardware and software evaluation, facilitation of product standards, needs assessment, system installation, user training, documentation preparation, troubleshooting and other forms of assistance.  Problem solving, communication skills and interpersonal relations are emphasized throughout the course.

1. Summarize the role and responsibilities of computer help desk and user support personnel.
2. List examples illustrating the importance of customer service and support.
3. Describe Help Desk operations, technologies and environments.
4. Perform needs assessments related to current and new hardware and software requirements.
5. Explain the need to define, communicate and enforce product standards.
6. Summarize the use of performance standards.
7. Identify the common processes, procedures and service levels related to customer service.
8. Prepare appropriate documentation such as training manuals, online help and product standards guidelines.
9. Identify the roles and responsibilities of support personnel when installing and maintaining computer software and hardware systems.
10. Classify ergonomic factors affecting the user’s environment.

1. Introduction to technical user support
2. Customer service skills required for user support
3. Methodology for troubleshooting common support problems
4. Product evaluation strategies and standards
5. Introduction to Help Desk concepts and operations
6. Help Desk roles and responsibilities
7. Help Desk processes and procedures
8. Help Desk tools and technologies
9. Help Desk performance measures
10. Customer support as a profession

• Communication
• Technological Competence

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