CIT230 (Help Desk Techniques)
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Keywords
Help Desk Support, User Support, Customer Service, Customer Support, Call Center, Hardware Support, Troubleshooting user problems
Project
National Information, Security, and Geospatial technology Consortium (NISGTC)
Authors
Mahoney, Jaime
Date Submitted
2014-04
Material Type
Online Course Module
Secondary Material Type
Institution
Bunker Hill Community College
Industry Partner
Business Industry Leadership Team (BILT)
License
CC BY
Funding Source
TAACCCT Round 1
Additional Public Access
Abstract
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.
Industry (NAISC)
Information Technology -- Computer Operating Systems (Programming), Digital Forensics, Cyber Security, Network Security, IT Security (51)
Occupation (SOC)
Computer and Mathematical Occupations (15-0000)
Instructional Program (CIP)
Credit Type
Credential Type
Certificate
Stacked/Latticed Credential Model
Associate Degree
Stacked/Latticed Credential Model
Associate Degree
Educational Level
1st year Community College or equivalent
2nd Year Community College or equivalent
2nd Year Community College or equivalent