Online Course Video CIS 114 - Help Desk & Soft Skills
An introduction to the tools, technology and techniques used in help desk / customer support systems. Topics include fundamental help desk processes and support tools. Customer interaction utilizing soft skills will be emphasized.
- Date:
- 2016
- Primary Material Type:
- Video - Instructional
- Other Material Types:
- Video - Instructional
- Institution:
- Northern Essex Community College
- Project Name:
- Guided Pathways to Success in STEM (GPSTEM)
- Funding Source:
- TAACCCT Round 4
Industry / Occupation
- Industry Partner:
- The Merrimack Valley Workforce Investment Board and ValleyWorks Career Center
- Industry Sector:
- Developmental Education
- Occupation:
- Management Occupations -- Computer and Information Systems Managers (11-3021)
Education / Instructional Information
- Instructional Program:
- Communications Technologies/Technicians and Support Services (10)
- Educational Level of Materials:
-
- 2nd Year Community College or equivalent
- Time Required:
- 1 Hour
- Language:
- English (United States)
- Interactivity Type:
- Active - requires user to respond to prompts, questions, etc.
- Quality Note:
- An introduction to the tools, technology and techniques used in help desk / customer support systems. Topics include fundamental help desk processes and support tools. Customer interaction utilizing soft skills will be emphasized.
- Quality of Subject Matter was assured by:
-
- Quality of Online/Hybrid Course Design assured by:
-
Accessibility
- Accessibility Features:
-
- Text Access - Text to Speech
- Text Adjust - Compatible
- Text Adjustment - Adjust Font and Colors
- Reading Layout - Reflow the Text
- Reading Layout - Page numbers match printed material
- Reading Layout - Reflow the Text
- Reading Order - Digital resource layout
- Structural Markup - Navigation Text
- Structural Markup - Lists
- Structural Markup - eReader application
- Table Markup
- Hyperlinks Rendered As Active
- Colors Compatible With Assistive Technology
- Contrast Ratio of at Least 4.5:1.
- Language - Markup
- Language - Passage Markup
- Non-Decorative Images Have Alt Text
- Decorative Images Marked With Null Alt Text
- Complex Images, Charts, and Graphs Have Text Descriptions
- Synchronized Text Track
- Transcript Provided With Audio Content
- Audio/Video Delivered Via Media Player
- Non Flickering Content
- Interactive - Markup
- Interactive - Text prompts
Copyright / Licensing