Master Syllabus

Help Desk User Support

I. BASIC COURSE INFORMATION

  1. Course Title: Help Desk User Support
  2. Course Number: IFT210
  3. Course Name: Information Technology
  4. Credit Hours: 3
  5. Semesters Offered: Spring
  6. Prerequisite: IFT 110 Microcomputer Applications

 

II. COURSE DESCRIPTION

This course provides students with the skills needed to support computer users within the organization. Students will learn to identify the appropriate tools, technologies, and processes to assess and meet computer user needs. Students will also address many different aspects of the career field of computer user support.

III. RATIONALE OF COURSE

As computer use has grown, so has the need for user support specialists. Increasingly, organizations that are committed to providing high-quality technical customer support view their help desks as a strategic asset. This course will help the student explore the available help desk career paths and the kinds of knowledge, skills, and abilities they need to be successful.

IV. COURSE COMPETENCIES

  1. Describe the common ways companies organize the user support function
  2. Explain the role of the help desk within a technical support function
  3. Identify the components of a successful help desk
  4. Explain active listening and effective communications skills needed to resolve incidents quickly and consistently
  5. Develop proper telephone skills
  6. Identify techniques to handle difficult customer situations
  7. Identify a variety of tools and technologies that aid in the effective management of the help desk function.
  8. Demonstrate problem solving and prevention skills
  9. Prepare training and documentation materials for end users
  10. Apply techniques to minimize stress and avoid burnout
  11. Analyze processes that support the help desk and enable quality improvement
  12. Discuss measurement of support performance