INFO 1030 - Introduction to Service Desk Operations

4.5 Credits

Students will gain insight to the concepts, standards, and practices most often associated with the IT service desk function. Students focus on topics such as help desk structure, operations, roles and responsibilities, standards, processes, tools and systems, customer support, and performance measures. Problem-based scenarios and simulations are two tools used to develop knowledge, skills and abilities to effectively contribute to a successful IT service desk

Lecture Hours: 4.5
Lab Hours: 0.0
Internship Hours: 0.0
Clinical or Practicum Hours: 0.0

Course Objectives

Identify IT service desk concepts and components.
Identify IT service desk operations.
Explain IT service desk roles and responsibilities.
Summarize IT service desk standards.
Explain importance of IT service desk processes.
Demonstrate use of service desk technologies.
Demonstrate use of service desk tools and systems.
Identify service desk performance measures.
Analyze the IT service desk setting.
Describe customer support as a profession.

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