Take the Cure.
Help Desk Operations
Fall 2009
MIC175, Item 1975, Section 01, 4 Credits, M & W, 6-8:00 p.m.
Do you like helping people with computer problems? Do you want to get a job helping people in a
business environment? This course is designed to introduce you to the fundamentals of help desk
operations. It will emphasize the basic components of a successful help desk operations, provide
you with working knowledge of the software to process and track calls, and present hands-on
experience with problem analysis. Upon successful completion of this course, you will be able to:
• Fully analyze and describe the role and components of a successful help desk within
an organization;
• Use tools and technology in help desk analysis;
• Examine different types of customers and how to best meet their needs and assist in solving
their problems;
• Identify and describe the steps in a problem resolution as well as needs analysis
and assessment;
• Use databases and web-based support tools.
Who should take the course?
Anyone interested in getting a job in the computer industry.
Prerequisites are proficiency in one or more of the Microsoft or Adobe applications, including:
• Microsoft: Access, Excel, Outlook, PowerPoint, Word and others.
• Adobe: Acrobat, DreamWeaver, Illustrator, Indesign, Photoshop, and others.
For details, contact Mr. Michael Taylor
BITCA Division, 2BE5155, (206) 587-3830
Seattle Central Community College