BCAP 270 - Introduction to Help Desk Support

(3 credits)

30 lecture hours; 30 lab hours
Prerequisites: BCAP 104
Lab Fee
This course is an introduction to the popular and evolving field of Help Desk Support. Students learn about technical as well as customer service issues related to help desk support. Topics covered include end user computing, computer user support, product evaluation strategies and standards, user needs analysis and assessment, installation of end user computer systems, training computer users, documentation for end users, computer facilities management, help desk operation, customer service skills for user support, troubleshooting computer problems, common support problems, and information resources for user support. Students are also introduced to leading help desk support software.