INFO 122 User Support Fundamentals

This course covers end-user support concepts and practices. Learn how to develop long-term strategies and capacity planning for meeting future computer hardware needs. Discuss how to practice first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. Learn about the kinds of knowledge, skills, and abilities necessary to find employment in the support industry.

Credits

5

Prerequisite

INFO104, INFO105

Distribution

Career Training

Offered

Fall, Winter, Spring

Notes

Hybrid

Outcomes

1. Discuss how to establish customer service satisfaction levels and other operational/customer service metrics to industry standard
2. Demonstrate how to ask appropriate questions to determine the nature of a problemusing non-technical terminology
3. Recognize importance to walk customer through problem-solving processes and to ensure issues to industry standard
4. Compare and contrast business security policies and procedures are being met as per industry standard
5. Accurately describe multilevel support model, incident management workflow and best practices in industry user-support operations using industry terminology
6. Apply hardware and software troubleshooting tools used by support agents, managers, and end users to industry standard