CIS 131 — Help Desk Operations
Units: 3 Lecture Hours: 36 Lab Hours: 54 Outside Hours: 72 Grading Method: Letter or P/NP option Credit Status: Credit, degree applicable Conditions of Enrollment: Prerequisite: CIS 1 13 with a minimum grade of C This course focuses on current, recognized, best practices in the field of help desk and end-user support targeting the field of Information Technology. Topics include end-user support roles within an organization, strategies in dealing with end-users, technical support documentation, and problem identification/resolution. Course emphasis is placed on using software tools to understand and implement service desk processes such as user support process flow, incident management, needs analysis, troubleshooting, and support documentation.