ITSP 175 - IT Customer Support and Helpdesk Software

1. Explain the evolution of help desk technical support as a profession in the IT industry.
2. Describe the roles and operations of different levels of IT customer support agents.
3. Define responsibilities and skill sets required to support a customer service help desk.
4. Recognize the most common practices used in help desk operations and how their performance is measured to improve quality support.
5. Identify and explore the tools and technology used in an IT customer help desk environment including appropriate ticketing systems.
6. Exhibit proficiency using the features and functionality of a helpdesk ticketing system.
7. Demonstrate professionalism in working with end users.
8. Develop work habits that promote organization and personal success.
9. Exhibit proper written and oral documentation and communication skills required of a help desk technician including training users in both internal and external environments.
10. Demonstrate proper troubleshooting techniques using problem-solving and critical-thinking skills.
11. Investigate methods of user needs analysis and assessment to select appropriate customer solutions.

• Agent Roles and Responsibilities
• Help desk Processes and Procedures
• Tools and Technology
• Performance Measures and Standards
• Customer Support as a Profession
• Customer service skills
• Skills for troubleshooting technology issues
• Product evaluation strategies
• End-user needs assessment
• Training system users
• Documentation
• Communication strategies
• Help desk software ticketing systems
• Common technology support problems

 
Course Addendum - Syllabus (Click to expand)