This course provides students with an overview of the design, implementation, and management of a computer help desk or customer support center. Course topics include customer service skills, troubleshooting tools and methods, problem-solving strategies for common support problems, the incident management process, and user needs analysis and assessment. The course also covers industry certifications, professional asociations, and standards of ethical conduct for help desk personnel. Prerequisites: Applications/Concepts (CIT-110) or Chair approval. For additional information and/or a course syllabus contact CITDept@bhcc.mass.edu. 06/09/2021-08/25/2021 Hybrid and Remote Wednesday 10:00AM - 12:00PM, Synchronous, Room REMOTE
- Teacher: Livia Fernandes