Jan 20, 2021  
2019-2020 Course Catalog 
    
2019-2020 Course Catalog [ARCHIVED CATALOG]

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ECT 2021 - User Support Services

Credits: 3
Hours/Week: Lecture None Lab 2
Course Description: This course will cover the skills needed to effectively assist enterprise computing clients. Topics include the tools, techniques, technologies, and customer service skills the student will need to successfully integrate their technical knowledge into a customer-focused enterprise user support environment. This course requires current A+ certification.
MnTC Goals
None

Prerequisite(s): ECT 1001  with a grade of C or higher or instructor consent.
Corequisite(s): None
Recommendation: None

Major Content
  1. Customer satisfaction and the needs of a business
  2. Customer service skills
  3. Ethical behavior
  4. User support processes and procedures
  5. Issue resolution and closure documentation
  6. Problem-solving strategies
  7. Stress and burnout
  8. Teamwork
  9. Tools and software to support help desk staff

Learning Outcomes
At the end of this course students will be able to:

  1. define help desk terms and processes
  2. resolve or elevate a customer service request, given a scenario.
  3. recognize tools and software available to streamline help desk processes.
  4. construct a model for call resolution and proper call escalation
  5. devise a strategy to minimize stress and avoid job burnout.
  6. discuss strategies to handle difficult customer-service customers.
  7. demonstrate the ability to work under stress and time constraints, given a scenario.

Competency 1 (1-6)
None
Competency 2 (7-10)
None


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