IT Help Desk/End-User Support
IT:103 Help Desk Principles
Overview Table of Course Components: Course Objectives, Module/Unit Objectives, Activities and Assessments
COURSE OBJECTIVE
MODULE-/UNIT-LEVEL
OBJECTIVE
Explain help desk operational
procedures
Complete designated reading from
the textbook
Apply the processes,
procedures, tools, and
technologies used by service
desk personnel
Explain the multilevel support
model
Complete Unit 6 HelpStar Software
Assignment
Properly use service desk
resources
Apply best practices in help desk
operation
Document service desk
requests, customer problems,
and problem resolutions
Describe the physical layout of
help desk work areas
Utilize and apply service/help
desk terminology and concepts
ACTIVITIES
ASSESSMENTS
Chapter 6 Quiz
Chapter 8 Quiz
Final Exam
Explain the incident
management process
Describe job stress in help desk
work
Identify and define hardware
and software tools used by
support agents, managers, and
end users
Identify help desk industry
trends
This template is based on the work by the Washington State Colleges licensed under a Creative Commons Attribution 3.0 Unported License.
The Open Course Library is funded by the Bill & Melinda Gates Foundation and the Washington State Legislature.
IT Help Desk/End-User Support
IT:103 Help Desk Principles
COURSE OBJECTIVE
Explain the operations of the
service desk, including the various
service desk positions/roles and
responsibilities
Discuss service desk performance
measures
MODULE-/UNIT-LEVEL
OBJECTIVE
Discuss the mission of a support
group and the features of a
mission statement
ACTIVITIES
Complete designated reading
from the textbook
ASSESSMENTS
Final Exam
Complete Chapter 7 Assignment
Identify items in a typical user
support budget
Create support staff training
programs
Identify criteria to be used in the
evaluation of support staff
performance
Identify industry certifications for
support professionals
Identify professional help desk
and user support associations
Describe the ethical principles
that guide the professional
behavior of support workers
This template is based on the work by the Washington State Colleges licensed under a Creative Commons Attribution 3.0 Unported License.
The Open Course Library is funded by the Bill & Melinda Gates Foundation and the Washington State Legislature.
IT Help Desk/End-User Support
IT:103 Help Desk Principles
COURSE OBJECTIVE
Explain where the service desk fits
into the organization, who are the
customers of the service desk,
and the meaning of “customer
support.”
MODULE-/UNIT-LEVEL
OBJECTIVE
Explain how changes in computer
technology over time have
affected computer use
Identify ways to classify end users
ACTIVITIES
Complete designated reading
from the textbook
ASSESSMENTS
Chapter 1 Quiz
Final Exam
Complete Chapter 1 Assignment
Identify resources computer users
need and major categories of enduser software
Document common problems
encountered by users
Research job market demand for
user support workers
Identify common ways to
organize and provide support
services
Research typical position
descriptions for user support staff
Identify the knowledge, skills, and
abilities required for an entrylevel support position
Research career paths for user
support workers
This template is based on the work by the Washington State Colleges licensed under a Creative Commons Attribution 3.0 Unported License.
The Open Course Library is funded by the Bill & Melinda Gates Foundation and the Washington State Legislature.
IT Help Desk/End-User Support
IT:103 Help Desk Principles
COURSE OBJECTIVE
Enumerate common causes of
customer frustration and
distinguish between effective
and ineffective responses.
Validate client concerns and
interact respectfully with
service desk customers.
Exhibit skills necessary to
deliver service across the
enterprise and achieve a high
level of customer satisfaction.
MODULE-/UNIT-LEVEL
OBJECTIVE
Describe the importance of
communication and interpersonal
skills for support agents
Document the reasons support
agents must listen and read
carefully
Describe how agents build and
communicate understanding
ACTIVITIES
Complete designated reading
from the textbook
ASSESSMENTS
Chapter 2 Quiz
Chapter 3 Quiz
Complete Unit 2 Assignment
Chapter 9 Quiz
Chapter 11 Quiz
Final Exam
Apply important aspects of
effective speaking and nonverbal
communication
Identify strategies support agents
use for telephone
communications
Describe the need to develop an
incident management strategy
Describe different personality
types and work styles
Strategies support agents use to
handle difficult clients
Develop guidelines for clientfriendly communications on user
support Web sites
This template is based on the work by the Washington State Colleges licensed under a Creative Commons Attribution 3.0 Unported License.
The Open Course Library is funded by the Bill & Melinda Gates Foundation and the Washington State Legislature.
IT Help Desk/End-User Support
IT:103 Help Desk Principles
COURSE OBJECTIVE
Diagnose, resolve and, when
possible, prevent computer
hardware, software, and
connectivity problems.
Operate as a team member
within a service desk setting.
MODULE-/UNIT-LEVEL
OBJECTIVE
Identify several categories of
common end-user computer
problems
ACTIVITIES
Complete designated reading
from the textbook
ASSESSMENTS
Chapter 4 Quiz
Chapter 5 Quiz
Complete Unit 5 Assignment
Define problem-solving processes
that can be applied to typical
support problems
Chapter 10 Quiz
Final Exam
Install and manage end-user
computers to organizational
specifications
MoHealthWINs
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This work is licensed under a Creative Commons Attribution 3.0 Unported License.
This template is based on the work by the Washington State Colleges licensed under a Creative Commons Attribution 3.0 Unported License.
The Open Course Library is funded by the Bill & Melinda Gates Foundation and the Washington State Legislature.