NET 785 - Fundamentals of Desktop Support

Credit(s) 3.00
Lecture Hours: 2.00
Lab Hours: 2.00
This course will introduce the student to the service concepts, skill sets, career paths, and operations of the help desk industry. Students will master the role of a help desk analysis, navigate the help desk environment, and learn crucial problem solving skills. Through this course students will develop the “soft skills” and the “self-management skills” needed to deliver excellent customer support at the help desk. This course provides an overview of the help desk for individuals interested in pursuing a career in technical support. The course will integrate strong real-world computer support examples, case studies, and group/team exercises to emphasize the concepts of the course.

SLOs:
Upon successful completion of this course students will be able to:

Have an understanding of what help desks are, what the people who work at help desk do, and why help desks are an essential part of every organization.
Understand how help desks are structured, and what kind of support they provide.
Learn what skills are required for success on the help desk, and gain hands-on practice developing some of these skills.
Discover the problem solving processes used to tackle challenging computer problems, as well as the tools and technologies that are used to determine the cause of problems.
Learn how to manage stress and thrive in the fast-paced, exciting world of the modern help desk.