IST-204 Help Desk Technology and Services

This course prepares the student to help and support non-technical people with computer-related problems in the workplace. Students will learn the fundamentals of help desk organization; the role of technology and computer support personnel in a business organization; software technologies to track and monitor the help desk infrastructure; integration of telephony and web-based support into the help desk environment; effective use of basic tools and technologies required for end-user support; positive, effective methods for meeting customer expectation and needs. Course fee required. Recommended prerequisites: IST 105 and IST 106. Semester offered: Spring. 3 Credits.