Computer End-User Support I

Catalog description

This course explores software tools to help manage requests for end-user support and resolve problems in a timely fashion including: computer-user support and customer service skills; troubleshooting basic computer problems; help desk operation; user support management; product evaluation strategies and support standards; user needs analysis and assessment methods; installing end-user computer systems; training computer users; and writing for end-users and computer facilities management. Various software will be explained for features such as logging and tracking incoming calls, audit trail, escalations, notification and follow-up, standard reporting, guide help systems and "gathered knowledge" for an expert system.