CCIS2065 Help Desk/User Support

This is a capstone course, designed to provide students the broad range of concepts and practices required of an entry-level technology professional. Students will be engaged in activities and projects designed to prepare and provide them with the knowledge, skills, and attitudes (KSA's) required to become technical service providers.

Credits

3

Prerequisite

CCIS1000 or instructor approval

Course Requirements and Evaluation

Refer to Course Syllabus for detailed information regarding the requirements and evaluation standards for this course. The Course Syllabus will be distributed the first week of the course.

Learning Outcomes

The following outcomes will be addressed in the course:
Describe support structures
Explain the evolution of processes and procedures
Develop a support philosophy
Investigate industry support trends
Plan and produce end-user documentation
Utilize office applications for decision-support analysis
Distinguish between call and caller management
Develop strategies to be a service provider
Evaluate end-user quality improvement processes
Prepare and improve upon training materials
Assess individual contributions to team goals
Judge individual and team performance

Text and References

A list of textbooks required for this course is available at the bookstore.

Course Scheduling

The scheduled hours of instruction include sixteen hours for each lecture credit, thirty two hours for each lab credit and forty hours for each credit of supervised occupational experience (SOE). Lecture credit may include formal or impromptu lectures, demonstrations or discussions with the entire class or with small groups or individuals. Refer to the Credit Details section of this course outline for the credit breakdown.

Accommodations Statement

Disability Services assists students with disabilities who need accommodations to access programs, services and college activities.  If this applies to you, please contact the DS Office on your campus to initiate the accommodations process. 
Brooklyn Park Campus - 763-488-2477
Eden Prairie Campus – 952-995-1544

Campus

Brooklyn Park Campus 952-995-1300

Credit Details

lecture:

3