CITC 2332 - User Support/Help Desk

Credit hours: 3

Course Description:
An introduction to the role of computer technology in support of business processes and procedures. Concepts include computer user support, customer service skills, troubleshooting skills, common support problems, help desk operation and management, common help desk tools and procedures, and basic hardware and software installation and maintenance.

Student Learning Outcomes:
Students will be able to:

Predict why end users need help, contrast types of assistance provided, and explain how and why written, verbal and non-verbal communication are essential.
Discuss common hardware and software tools and techniques employed when troubleshooting issues.
Formulate incident management strategies and prepare information technology policies for managing support client interactions.
Plan computer facilities management tasks for support personnel.