Mar 29, 2024  
Course/Program Inventory 
    
Course/Program Inventory

CIS 2041 - Information System Customer Service (Help Desk)



Clock Hours: 70

Delivery Mode
on-ground

Prerequisites: PC Operator Certificate 

Industry Certifications This is incorporated as a part of the CompTIA A+ and Testout PC Pro Certifications

Course Description:
This course will teach self-management and soft skills to provide help-desk customer service and support including processes and associated technologies in a technical or non-technical environment.  The student will learn to use the most common Help Desk Management software.  This course prepares the student for an entry level Help Desk position and Help Desk Certification.  Students learn the responsibilities of this position as well as customer relations.

Student Learning Outcomes:
  1. Understand the evolution of technical support.
  2. Understand the components of a successful service desk.
  3. Understand why customer service is the bottom line for all service desks.
  4. Identify the different types of customer service and support organization.
  5. Recognize the role and operation of internal and external service desks.
  6. Understand the benefits and challenges of managing a service desk as a cost center or a profit center.
  7. Understand the role of outsourcing in the support industry.
  8. Apply the skills required on the front line such as business skills, technical skills, soft skills, and self-management skills.
  9. Identify the characteristics of a successful service desk team.
  10. Understand the IT incident management process.
  11. Apply telephone technologies and services along with using e-mail to communicate with customers.
  12. Perform the steps involved in selecting service desk technology.
  13. Identify and use service desk communication tools such as instant messaging systems, whiteboards, dashboards, and push technology.
  14. Define benchmarking, assign individual performance goals, and prepare an employee performance plan.
  15. Define factors that influence the service desk’s location and layout.
  16. Understand how analysts can improve the ergonomics of their personal workspaces.
  17. Identify work habits to get and stay organized and achieve personal success.
  18. Identify stress factors and how to avoid them.
  19. Eliminate or minimize time robbers such as distractions, procrastination, and lack of organization.
  20. Understand the trends of industry needs from the service desk position.
  21. Define the role of certification in the service desk.
  22. Understand how to maintain technical skills while learning service desk management skills
  23. Understand how to prepare for a future as a service desk professional.