TE 218 - Help Desk Professional

Credit Hours: 3

A comprehensive course designed to examine all aspects of computer customer support technologies. Emphasis will be placed on customer satisfaction, communication and technical writing skills, troubleshooting, incident prevention, and stress management in a technical setting. Basic first contact resolution in an IT service desk will be explored.

Course Outcomes
Upon completion of this course, the student will be able to:

define Help Desk and its role in organizations and how it can improve business;
recognize technologies that impact the Help Desk when used to collect information and deliver support; and
communicate technical instructions effectively for non-technicians.