CIT230 (Help Desk Techniques)

This course provides students with an overview of the design, implementation, and management of a computer help desk or customer support center. Course topics include customer service skills, troubleshooting tools and methods, problem-solving strategies for common support problems, the incident management process, and user needs analysis and assessment. The course also covers industry certifications, professional associations, and standards of ethical conduct for help desk personnel.
Microsoft Word Syllabus (182 KB)
file Course Documents (460 KB)
file Storyline (10 MB)
file SCORM (11 MB)
file Lessons (8 MB)
Microsoft Word Homework (1 MB)
Date:
2014-04
Primary Material Type:
Online Course Module
Institution:
Bunker Hill Community College
Project Name:
National Information, Security, and Geospatial technology Consortium (NISGTC)
TAACCCT Round:
1
Subjects:
Help Desk Support, User Support, Customer Service, Customer Support, Call Center, Hardware Support, Troubleshooting user problems

Industry / Occupation

Industry Partner:
Business Industry Leadership Team (BILT)
Industry Sector:
Information Technology -- Computer Operating Systems (Programming), Digital Forensics, Cyber Security, Network Security, IT Security (51)
Occupation:
Computer and Mathematical Occupations (15-0000)

Education / Instructional Information

Credit Type:
  • Credit
Credential Type:
  • Certificate
  • Stacked/Latticed Credential Model
  • Associate Degree
Educational Level of Materials:
  • 1st year Community College or equivalent
  • 2nd Year Community College or equivalent
Language:
English (United States)
Interactivity Type:
Mix of Active and Presentation.
Quality of Subject Matter was assured by:
  • Other
Quality of Online/Hybrid Course Design assured by:
  • None

Copyright / Licensing

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