CIS 720 - Help Desk Operations

Credits: 3
Lecture Hours: 3
Lab Hours: 0
Practicum Hours: 0
Work Experience: 0
Course Type: Voc/Tech

The purpose of this course is to provide students with a comprehensive understanding of the help desk environment and the knowledge, skills and abilities needed to work in the user support industry. Students will learn valuable problem-solving and communication skills. Through hands-on exercises and case projects, students will learn how to apply their knowledge and develop their ideas and skills. They will also learn how to work individually and in teams, which will prepare them for a team-oriented environment.
Prerequisite: CSC 116
Competencies

Explain why it is important have a Help Desk in the IT department
1. Describe the evolution of Technical Support
2. Define the role of the help desk in technical support
Identify Key Components of a Help Desk Department
1. List the required components of a successful help desk
2. Identify the primary function of a help desk
3. List 5 reasons why customer service is of importance
Determine the key functions of a help desk
1. Define Internal Help Desk roles
2. Define External Help Desk roles
3. Compare large help desk vs. small help desk departments
Contrast the Help Desk cost and profit centers
1. Contrast Centralized vs. decentralized help desks
2. Explain Help Desk as a cost center
3. Explain Help Desk as a profit center
Demonstrate knowledge of The Help Desk purpose and function
1. Explain the concept of End-user computing
2. Describe the function of Help Desk in relation to the End-user
3. Define and describe a Help Desk center in a large corporation
4. Identify and list the steps to trouble shoot a computer problem
Explain the role of Soft Skills that apply to the Help Desk Department
1. List Characteristics of successful Help Desk Communications
2. Identify “Soft Skills” that apply to Help Desk personnel
3. List strategies for dealing with difficult Clients
Distinguish the Help Desk Operation
1. Describe the most common support problems
2. Outline the steps of Help Desk Operation
3. Explain the purpose of Management Support
4. Identify appropriate personal skills to interact with users
5. Outline ISO 9000 standards for Help Desk Operations
6. List the common processes of Help Desk Operations
Determine the tools needed for establishing a help desk
1. Identify how technology benefits help desk operations
2. Define expert and knowledge management systems
3. Contrast remote and local support technologies
4. List the steps taken to select technology/software
Blueprint Help Desk settings
1. Design a physical layout
2. Develop a Beginning of Day (BOD) procedure
3. Develop an End of Day (EOD) procedure
4. List priorities for any Help Desk
Demonstrate proficiency in using Help Desk Evaluation Strategies
1. Explain Product evaluation strategies
2. Describe needs analysis and assessment
3. Describe the process of installing end-user computer systems
4. List the steps take to assess the effectiveness of Help Desk Strategies
Characterize training of End users for the help desk system
1. Define training of End-users
2. Demonstrate appropriate writing for end user requests
3. Define the terms associated with computer facilities management
Analyze Organizations that focus on Help Desk Qualifications
1. List Help Desk Certifications
2. Outline a personal chart for Help Desk departments
3. List 4 key factors that lead to a successful Help Desk Career

Competencies Revised Date: 2019