INT-1370 Introduction to Help Desk Tools and Procedures

Credits 3
Students will learn the basic help desk concepts, procedures and tools with emphasis on the team-oriented technical support environment. Students explore the features of software used in a support environment to collect knowledge, schedule and track repairs, such as call logging and reporting. The proper use of telephone-based technology also is presented.
Prerequisite(s): INT-1010 with grade of C or higher.
Formerly (Formerly offered as CIS-1370. Students may not receive credit for both CIS-1370 and INT-1370.)
2 class/2 lab hours.
Course Outcomes

Identify the role of the help desk within a technical support environment.
Compare and contrast troubleshooting methodologies for problem resolution.
Utilize ticketing software to document, track, and resolve customer support issues.
Evaluate the telephone technologies most commonly used in help desks.
Identify the skills needed to have a successful career in a help desk environment.