INT-1370 Introduction to Help Desk Tools and Procedures

Credits: 3
This course is designed for students to learn how a team-oriented technical support environment operates. Students study the basic help desk concepts, procedures, tools, telephone-based technology, and features of software in a help desk/technical support environment. These techniques are applied to collect knowledge, schedule, and track repairs.

Prerequisite(s): INT-1010 with grade of C or higher.

Formerly: CIS-1370. Students may not receive credit for both CIS-1370 and INT-1370.

Course Outcomes

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