CIT 205 - Help Desk and User Support

 
Description
This course focuses on information and services that today’s computer users require from user support specialists to enhance productivity and to resolve problems. Topics include an overview of the emerging 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 will be emphasized throughout the course.

1. Define the role and responsibilities of computer help desk and user support personnel.
2. Explain and provide examples of the importance of customer service and support.
3. Identify and explain Help Desk operations, technologies, and environments.
4. Define and write examples of User Support operations, technologies and environments.
5. Evaluate current and new hardware and software requirements, and perform needs assessments.
6. Explain the need to define, communicate and enforce product standards.
7. Identify and explain the use of performance standards.
8. Identify the common processes, procedures and service levels used when providing customer service.
9. Prepare appropriate documentation such as training manuals, online help and product standards guidelines.
10. Identify the roles and responsibilities of installing and maintaining computer software and hardware systems.
11. Evaluate ergonomic factors affecting the user’s environment.
12. Respond appropriately and professionally to users’ needs, concerns, and problems.

1. Introduction to User Computing and Computer User Support
2. Customer Service Skills for User Support
3. Troubleshooting Computer Problems
4. Common Support Problems
5. Product Evaluation Strategies and Standards
6. Introduction to Help Desk Concepts
7. Help Desk Operations
8. Help Desk Roles and Responsibilities
9. Help Desk Processes and Procedures
10. Help Desk Tools and Technologies
11. Help Desk Performance Measures
12. The Help Desk Setting
13. Customer Support as a Profession

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