CIT 232 Help Desk Operations

This course introduces a variety of tools and techniques to provide user support in help desk operations, explores help desk concepts, customer service skills, troubleshooting problems, writing for end users, help desk operations and software, needs analysis, facilities management, and other topics related to end user support. This course will require a lot of thinking and writing. You will put your trouble-shooting and communication skills to work!
file CIT 232 Syllabus (SoftChalk) (1 MB)
file CIT 232 Welcome Letter (SoftChalk) (1 MB)
Microsoft Excel CIT 232 Checklist (15 KB)
file CIT 232 Charter (Storyline) (774 KB)
file CIT 232 Charter (HTML) (1 MB)
file CIT 232 First Impression (Storyline) (22 MB)
file CIT 232 First Impression (HTML) (2 MB)
file CIT 232 Learning Styles (Storyline) (3 MB)
file CIT 232 Learning Styles (HTML) (393 KB)
file CIT 232 Troubleshooting (Storyline) (2 MB)
file CIT 232 Troubleshooting (HTML) (1 MB)
file CIT 232 Basic Customer Service (Storyline) (6 MB)
file CIT 232 Basic Customer Service (HTML) (393 KB)
file CIT 232 Difficult Clients (Storyline) (4 MB)
file CIT 232 Difficult Clients (HTML) (393 KB)
file CIT 232 Product Evaluation (Storyline) (1 MB)
file CIT 232 Product Evaluation (HTML) (7 KB)

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Date:
2015-12-16
Primary Material Type:
Collection
Other Material Types:
Syllabus
Institution:
West Kentucky Community and Technical College
Project Name:
EPIC
Funding Source:
TAACCCT Round 4
Subjects:
Helpdesk

Industry / Occupation

Industry Partner:
Jobs for the Future
Industry Sector:
Information Technology -- Computer Operating Systems (Programming), Digital Forensics, Cyber Security, Network Security, IT Security (51)
Occupation:
Computer and Mathematical Occupations -- Computer Support Specialists (15-1041)

Education / Instructional Information

Instructional Program:
Computer and Information Sciences and Support Services (11)
Credit Type:
  • Credit
Credential Type:
  • Credential
  • Stacked/Latticed Credential Model
  • Associate Degree
Educational Level of Materials:
  • 2nd Year Community College or equivalent
Language:
English (United States)
Interactivity Type:
Active - requires user to respond to prompts, questions, etc.
Quality Rubric:
Other
Quality of Subject Matter was assured by:
  • Participation as an ongoing member of team developing the instructional materials
Quality of Online/Hybrid Course Design assured by:
  • Custom Quality Rubric
Course Note:
CIT 232 Help Desk Operations

Accessibility

Accessibility Features:
  • Text Access - Text to Speech
  • Text Adjust - Compatible
  • Structural Markup - Navigation Text
  • Structural Markup - Lists
  • Table Markup
  • Hyperlinks Rendered As Active
  • Non-Decorative Images Have Alt Text
  • Decorative Images Marked With Null Alt Text

Copyright / Licensing

Primary License:
Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.
 

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