10154122IT Service Concepts
Course Information
Description
This course is an introduction to the broad range of customer service topics an entry-level user support specialist is expected to know. The course explores the kinds of knowledge, skills and abilities needed for a successful career in the support industry. Topics include successful communication with technology users, end-user training, budgeting and other management priorities, the evolution of IT support, and best practices of the ITIL framework.
Total Credits
3
Prior Learning Assessment
  • Experiential-Portfolio
Course Competencies
  1. Examine the field of technical support and the role of supporting end-users
    Assessment Strategies
    Group Project
    Criteria
    Project includes a description of your skills, abilities, and interest areas
    Project relates your specific skills and abilities to successful customer service
    Project identifies at least three current jobs available in the technical support industry
    Project includes an explanation of total cost of ownership criteria
    You participate as a member of team
    You work cooperatively to support common goals
    You contribute to group with ideas, suggestions, and effort
    You complete your own share of tasks necessary to complete a project
    You empower team members by active listening and validating other’s contributions

  2. Troubleshoot computer problems
    Assessment Strategies
    Scenario Response, Written Product (Troubleshooting List)
    Criteria
    Define common support problems
    Develop user analogies to increase troubleshooting skills
    Identify questions to ask end users with computer problems
    Determine what to listen for when working with customers
    Build rapport with customers
    Use active listening
    Identify customer communication styles

  3. Analyze incident management and help desk operation
    Assessment Strategies
    Project, Skill Demonstration in simulated lab
    Criteria
    Use ticketing software to observe workflow patterns
    Use ticketing software to create ticket, update ticket, resolve problem for user
    Analyze call center patterns and predictions
    Your work is documented per instructor specifications
    Identify techniques to methodically solve incidents
    Recognize when to take ownership of ongoing incidents

  4. Conduct end-user product evaluation and user needs assessments
    Assessment Strategies
    Research Project, Skill demonstration in simulated lab
    Criteria
    Project includes a total cost of ownership using actual calculations
    Project references research used to inform the evaluation
    Project evaluates a technology product
    Project includes a Gantt chart developed using MS Project or MS Excel
    You use a project management process with timelines, project scope, decision criteria and constraints

  5. Create a technical manual or document
    Assessment Strategies
    Written Exam, Written Report
    Criteria
    You use the writing process with at least one rough draft and peer review
    Manual includes training support information
    Manual includes step by step instructions of IT topic
    Manual includes graphics to enhance description of the topic
    Manual includes end of training assessment