Northeast Wisconsin Technical College
10-154-190 053740 IT:Support:Help Desk/User Sup
Outline of Instruction

Course Information
Description10-154-190 IT:SUPPORT:HELP DESK/END USER SUPPORT ...describe the role of the help desk in technology support, use terminology, processes, and tools, and demonstrate the use of business, technical, communication, and self-management skills required for help desk support professionals.
Total Credits2
Prior Learning Assessments
None
Course Competencies
  1. Explore roles in the user support industry
  2. Investigate help desk operational proceedure
  3. Demonstrate communication skills needed by successful help desk professionals
  4. Explore strategies to effectively support end users
  5. Examine product support standards
  6. Demonstrate effective problem solving techniques
  7. Explore methods for training end users
  8. Improve professional effectiveness
  9. Compile a user support utility tool kit