INF 260 - Technical Support Operations

Institution:

Bergen Community College

Subject:

Description:

This course introduces students to both the methodological and hands-on customer service-related world of end user support. Course topics examined include understanding the support profession and models; customer service; mission statements and service level agreements; implementing a help desk; troubleshooting; procurement; outsourcing; evaluation measurements; help desk certification. Lab topics studied include application installation; software and virus troubleshooting; call tracking; remote support; and support documentation. Students complete an individual support project with documentation. Lecture [2.00], Laboratory [2.00].

Credits:

3.00

Credit Hours:

Prerequisites:

Prerequisite[s]: INF-108, INF-144, and [INF-161 or INF- 162 or INF-163.]

Corequisites:

Exclusions:

Level:

Instructional Type:

Lecture

Notes:

Additional Information:

Historical Version(s):

Institution Website:

www.bergen.edu

Phone Number:

(201) 447-7200

Regional Accreditation:

Middle States Association of Colleges and Schools

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.