Revised 8/2021

ITE 180 - Help Desk Support Skills (3 CR.)

Course Description

Emphasizes instruction in customer support techniques required for analyzing and coordinating software and hardware solutions for end-user needs. Includes evaluation and communication techniques required to provide help desk support necessary to transfer knowledge and enable implementation of a solution. Lecture 3 hours per week.

Course Prerequisites/Corequisites

Prerequisite: ITE 115

Course Objectives

Upon completion of this course, the student will be able to:

  • Demonstrate the ability to effectively listen and ask critical questions to identify customer's issues and concerns
  • Demonstrate the ability to resolve customer's issues in a timely and appropriate manner.
  • Demonstrate key skills for developing quality service and products to clients and customers.
  • Demonstrate the ability to identify and use a wide range of resources to solve technical problems
  • Demonstrate the ability to identify and use appropriate communication techniques to
  • Correctly isolate and identify technical problems.
  • Demonstrate writing skills for end-user needs
  • Create product evaluation strategies and standards
  • Identify common help desk support problems

Major Topics to Be Included

  • Customer support techniques
  • Support techniques to transfer knowledge and enable implementation of a solution
  • Analyzing and coordinating software and hardware solutions
  • Evaluation and communication techniques for help desk

Student Learning Outcomes

Customer support techniques

  • Demonstrate the ability to operate a technical support help line
  • Demonstrate the ability to provide on-site hardware and software troubleshooting
  • Demonstrate the ability to resolve customer's issues in a timely and appropriate manner.
  • Demonstrate key skills for developing quality service and products to clients and customers.
Support techniques to transfer knowledge and enable implementation of a solution
  • Demonstrate the ability to effectively listen and ask critical questions to identify customer's issues and concerns
Analyzing and coordinating software and hardware solutions
  • Demonstrate the ability to identify and use a wide range of resources to solve technical problems
  • Demonstrate the ability to identify and use appropriate communication techniques to correctly isolate and identify technical problems
  • Identify common help desk support problems
Evaluation and communication techniques for help desk
  • Create product evaluation strategies and standards
  • Demonstrate writing skills for end-user needs