MSNA1205

The course provides students with the fundamentals to provide basic help desk services. Students will learn to perform activities associated with real-world customer support operations. The focus of this course will be on the development of interpersonal skills and communication with end-users to troubleshoot and resolve real-world issues, and to identify user hardware and software requirements. Students will also develop end user training and written documentation for clients. Students completing this course will be prepared to receive requests for technical assistance and respond professionally and efficiently to those requests.

STUDENT LEARNING OUTCOMES:

• Investigate hardware and software problems.
• Demonstrate effective interpersonal and communication skills when working with end-users.
• Document end-user technical requirements.
• Prepare hardware and software technical specifications for purchasing new systems.
• Document problem circumstances and resolutions to assist in resolving future occurrences.
• Create training plans and reference materials.