CTC 245 Help Desk II: User Support
This course discusses the kind of knowledge, skills and abilities needed to be employed in the support industry. It examines strategies and tools to evaluate computer products and analyze and access user needs for computer hardware, software and network products. The course covers how to set up training and support the end users. Also discussed are common support problems and methods to troubleshoot computers. This course provides information on Help Desk operation, the call management process and features of help desk software. R, 12 (2.5 lecture hours and 1 laboratory hour)