ITT 2040 - Computer Support and Help Desk

ITT 1070 -Computer Hardware and Software II

 

Course Description:
This course focuses on key information and skills for user support professionals, including troubleshooting and problem solving, successful communication with users, determining a client’s specific needs, and training end users. 

Student Learning Outcomes:

1. Understand ways to classify end users.
2. Identify resources computer users need and major categories of end-user software.
3. Identify common problems encountered by users.
4. Identify common ways to organize and provide support services.
5. Understand typical position descriptions for user support staff.
6. Identify knowledge, skills, and abilities for an entry-level support position.
7. Understand and demonstrate good practices writing for end users.
8. Identify Common Support Problems.
9. Understand Help Desk Operation.
10. Complete End-User Needs Assessment Projects.
11. Understand the importance of communication and interpersonal skills and customer service relationships for support agents.
12. Understand how to communicate with customers using verbal and non-verbal communication.
13. Understand strategies support agents use to handle difficult clients.
14. Understand guidelines for client-friendly communications on user support Web sites.
15. Understand how to build excellent customer service.
16. Understand various types of end-user documentation.
17. Understand how technical writing differs from other writing.
18. Understand the technical writing process.
19. Identify common problems in technical writing.
20. Understand help desk operational procedures.
21. Understand the multilevel support model.
22. Understand best practices in help desk operation.
23. Identify industry certifications for support professionals.
24. Understand ethical principles that guide the professional behavior of support workers.
25. Understand basic strategies for performing end-user needs analysis and assessment.
26. Identify project management software tools.
27. Understand the purpose and contents of a site management notebook.
28. Identify ongoing site management tasks.
29. Understand goals of end-user training activities.
30. Identify steps in the training process.
31. Understand how to plan a training session.
32. Understand how to prepare a training session.