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.
- Date:
- 2014-04
- Primary Material Type:
- Online Course Module
- Institution:
- Bunker Hill Community College
- Project Name:
- National Information, Security, and Geospatial technology Consortium (NISGTC)
- Funding Source:
- 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
- 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:
-
- Quality of Online/Hybrid Course Design assured by:
-
Copyright / Licensing