CTA 120 - Help Desk Concepts

3 credit hours - Three hours of lecture weekly; one term.
Formerly CSI 129 - Help Desk Concepts

Examine general help desk concepts, types, job categories and responsibilities. Discuss processes, tools, technologies to develop skills in systems management and customer service. Prepare for training and certification in Help Desk profession essentials.

Prerequisite(s): Eligibility for ENG 101 /ENG 101A .

Note: Typically Offered OL; fall and spring terms.

Course Outcomes:

Identify the role of the help desk in technical support.
Identify the types of help desks
Describe job responsibilities
Define help desk support tools
Define systems Management Requirements.
Describe the career opportunities for the help desk professional.
Explain the components of a help desk.
Identify the different types of help desk job categories.
Identify and describe help desk processes.
Identify and describe the help desk
Identify customer satisfaction strategies.