ECT 2021 - User Support Services

Credits: 3
Hours/Week: Lecture NoneLab 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.
MnTC Goals
None

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

Major Content

Customer satisfaction and the needs of a business
Customer service skills
Ethical behavior
User support processes and procedures
Issue resolution and closure documentation
Problem-solving strategies
Stress and burnout
Teamwork
Tools and software to support help desk staff

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

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

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ECT 2021 - User Support Services