CMPR 125 Help Desk Fundamentals Syllabus

Meet Your Instructor:  Mr. Hugh Nguyen

Course Description: 

Introduction to Help Desk "soft skills," such as effective communication, analytical thinking, diplomacy, problem solving, leadership, team building, and listening skills. In addition to learning necessary soft skills, students will be familiar with a help-desk environment, its function and organization.

Textbook Information:  
Beisse. Computer User Support for Help Desk and Support Specialist, 6th ed. Cengage Learning, 2015, ISBN: 1-285-85268-0.

Course Learning Objectives: 
After completing the course, students should be able to:

• Learn the latest skills needed by today's computer support professionals.
• Demonstrate building your customer profile.
• Describe the processes establishing a help desk.
• Demonstrate the process of logging support calls.
• Learn methods to effectively communicate with users, determine user’s specific needs.
• Establish priority and determine the severity of issues.
• Achieve hands-on experience installing and using help desk issue tracking software.
  
  

Course Syllabus: CMPR125-2018FA-64503.pdf