IT Help Desk Concepts

This course focuses on key information needed by user support professionals, including decision making, communicating successfully with a client, determining the client’s specific needs, and technical writing for the end user. Students are introduced to the latest in support industry trends, such as the use of Web support, e-mail-based support, self-service support and automated help desk software. Career paths for user-support workers are researched and discussed. This course details real-life scenarios of working professionals and issues in the IT help desk environment.