ITS 224 - Help Desk Support Practices

Institution:

Kapiolani Community College

Subject:

Description:

3 hours lectureper week Prerequisite(s): ITS 144 or consent of the instructor or BE department chair. ITS 224 Help Desk Support Practices introduces the Information Technology student to the key concepts and skills of Help Desk operation. Students will study what a Help Desk is, characteristics of its users, common problems, and tools. Students will learn about how a Help Desk fits into an organization's structure and mission. Students will learn about the protocol and processing of incidents, the different support levels and methods. Students will learn about knowledge, asset and security management and how important these are to an organization's integrity. Students will have opportunities to both study and practice Help Desk operations in a controlled setting. Upon successful completion of ITS 224, the student should be able to: Manage a task Educate and train others Provide efficient and effective customer service Solve problems and troubleshoot by analyzing situations Manage a project Document problems and solutions Install and maintain hardware and software

Credits:

3.00

Credit Hours:

Prerequisites:

Corequisites:

Exclusions:

Level:

Instructional Type:

Lecture

Notes:

Additional Information:

Historical Version(s):

Institution Website:

kapiolani.hawaii.edu/page/home

Phone Number:

(808) 734-9000

Regional Accreditation:

Western Association of Schools and Colleges

Calendar System:

Semester

The Course Profile information is provided and updated by third parties including the respective institutions. While the institutions are able to update their information at any time, the information is not independently validated, and no party associated with this website can accept responsibility for its accuracy.