Apr 28, 2024  
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Course/Program Inventory

CIT 1070 - IT Help Desk Support Foundations


Clock Hours: 90

Prerequisites:

Successful Completion of Personal Computer Operator Certificate competencies

Industry Certifications

This class fully maps to the Help Desk Institute (HDI) - Desktop Advanced Support Technician (HDI-DAST) Certification Exam objectives.



Course Description:
This course focuses on key information and skills for IT user support professionals, including; Understanding leadership qualities of customer service professionals; Developing professional interpersonal skills; Using troubleshooting and problem solving strategies; Understanding strategies for successful communication with users; Determining a client’s specific needs and expectations; IT Help Desk Operations and User Support Management; and Planning Training and Preparing Training Materials for End Users.

Student Learning Outcomes:

Upon successful completion of this class, and obtaining Mastery Level of assessment with the objectives and skills, the student is expected to be able to:

 

  1. Understand customer service, its contexts, and its ramifications (A)
  2. Understanding customer perspectives and expectations (A)
  3. Understanding the impact of poor customer service to an organization (A)
  4. Understand the accountability and responsibility of a customer service representative (A)
  5. Describe the communication styles of effective customer service (B)
  6. Understand the uses of active listening, empathy, and sympathy (B)
  7. Understand how to establish effective initial communication with a customer (B)
  8. Understand how to use effective questions to diagnose technical issues (B)
  9. Understand strategies to deal with difficult customers and situations (B)
  10. Examine the different types of written communications a support specialist may be assigned to prepare (B)
  11. Explain how to plan, write, and evaluate end-user documents (B)
  12. Understand the troubleshooting process and the critical thinking skills required for successful troubleshooting (C)
  13. Understand problem-solving strategies and methodologies (C)
  14. Understand the use of information resources and diagnostic and repair tools used to troubleshoot computer and end-user problems (C)
  15. Understand the multilevel support model (D)
  16. Identify best practices in help desk operations (D)
  17. Understand help desk operational procedures to manage a service ticket lifecycle (D)
  18. Understand Help Desk Technology and Service Desk software tools (D)
  19. Understand best strategies for performing end-user needs analysis and assessment (E)
  20. Understand tasks and tools used in conducting a user needs assessment project (E)
  21. Understand processes in installing and managing end-user technology (E)
  22. Understand how to identify the goals of end-user training activities (F)
  23. Understand the steps in the training process (F)
  24. Understand the steps to plan, prepare, present, and assess the effectiveness of end-user training (F)