|Lecture hours per week||2|
|Lab hours per week|
The main purpose of this course is to provide students with a comprehensive understanding of the technical support and helpdesk environment and the knowledge, skills, and abilities necessary to work in the user support industry. Students will learn the problem-solving process in providing technical support and the communication skills necessary for effective user support. Students will use help desk software such as LBE Help Desk Software to simulate and practice their problem solving and communication techniques and skills. They will also learn how to work individually and in teams.
Students also train in the technical business processes associated with workload planning, total quality management (TQM), problem solving databases and technical service pricing.
The course draws upon learning outcomes from CNET229 and COMM170/171.