CTIM 178 - Help Desk Concepts

Institution:

Massasoit Community College

Subject:

Computer Tech Info Mgmt

Description:

This course introduces the students to the help desk field and to the concepts needed to run a successful help desk. The major components of a help desk (people, process, technology, and information) are examined in detail. The advantages and disadvantages of different types of help desks, career trends and certification, performance measures, and issues related to minimizing stress and avoiding burnout are also considered. Students develop customer service skills including listening skills, written and verbal communications, handling difficult customers, and solving and preventing problems.

Credits:

3.00

Credit Hours:

Prerequisites:

Corequisites:

Exclusions:

Level:

Instructional Type:

Lecture

Notes:

Additional Information:

Historical Version(s):

Institution Website:

www.massasoit.mass.edu

Phone Number:

(508) 588-9100

Regional Accreditation:

New England Association of Schools and Colleges

Calendar System:

Semester

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