IT Support and Help Desk Fundamentals

Catalog description

This course will provide IT support and help desk professionals with best practices, customer service principles and IT support/help desk methodologies. Customer service skills and techniques are critical to provide exceptional customer service and support to end users and in support center and call center environments. This foundational customer service training is necessary to understand how to assess customer needs while exceeding their expectations. The course will also present IT support/help desk methodologies including troubleshooting and help desk management and the necessary documentation and communication to support these activities. Pre- or co- requisite(s): CISS 100 Introduction to Computing and Information Sciences or by permission of department chair.