Title: Learning Objectives
Course: Personal Computer Help Desk (25366) > Section: Competency Modules

In this chapter, students will be able to:

- Establish Help desk operational procedures
- Examine the multilevel support model
- Discuss the incident management process
- Compose Best practices in help desk operation
- Formulate the physical layout of help desk work areas
- Recognize Job stress in help desk work
- Make use of Hardware and software tools used by support agents, managers, and end users
- Analyze Help desk industry trends