ITSC 2339
Personal Computer Help Desk

Western Texas College

  1. Basic Course Information
    1. Course Description: Diagnosis and solution of user hardware and software related problems with on-the-job and/or simulated projects.
    2. Required Prerequisite: None
  2. Student Learning Outcomes
    1. Demonstrate rapport with users in problem-solving situations;
    2. analyze user problems and lead them through solutions;
    3. maintain problem logs;
    4. formulate problem-solving methodologies
  3. Testing Requirements
    1. The final exam must be proctored. (ask your instructor for more details)
  4. Major Course Requirements
    1. Lab Assignments          30%
    2. Exams                           15%
    3. Project                            20% 
    4. Final                              35%
  5. Information on Books
    1. Required Book: Computer User Support for Help Desk and Support Specialists, 6thEd., Fred Beise; ISBN-10: 1-285-85268-0
  6. Other Policies, Procedures and important dates. Please refer to the WTC Catalog for the following:
    1. Campus Calendar
    2. Final Exam Schedule
    3. How to drop a class
    4. Withdrawal Information
    5. Student Conduct/Academic Integrity
    6. Class Attendance
    7. Student with disabilities

Course Content

 

Chapter Description

 

Course instructions & discussion

Chapter 1

Achieving High Customer Satisfaction

Chapter 2

Customer Service Skills for User Support Agents

Exam week

Chapter 3

Writing for End Users

Chapter 4

Skills for Troubleshooting Computer Problems

Chapter 5

Common Support Problems

Chapter 6

Help Desk Operation

Chapter 7

User Support Management

Chapter 8
Chapter 9

Product Evaluation Strategies & Support Standards
End-User Needs Assessment Projects

 

Exam week, project instructions

Chapter 10

Installing & Managing End-User Technology

Chapter  11

Technology Training for Users

(Chapter 12 is for you information only)

Project

Review

 

Final

 

***Disclaimer: Assignments due to change by instructor

 

Last Modified: October 9, 2017