CIS 11 - Help Desk Operations

3 units
2 hours lecture, 3 hours lab
Prerequisite: CIS 13 with a minimum grade of C or equivalent experience
Credit, degree applicable
Transfer CSU

This course focuses on current, recognized, best practices in the field of help desk and end-user support targeting the field of Information Technology. Topics include end-user support roles within an organization, strategies in dealing with end-users, technical support documentation, and problem identification/resolution. Course emphasis is placed on using software tools to understand and implement service desk processes such as user support process flow, incident management, needs analysis, troubleshooting, and support documentation.

Note: Letter grade or pass/no pass option.