INFO 1135 - IT Communication Skills

4.5 Credits

Students learn the knowledge and skills to effectively communicate with customers while performing IT service desk duties. Students learn communication skills, recognizing communication barriers, handling difficult situations, the value of a positive attitude, how to develop and conduct training, and how to draft technical written documents. Problem-based scenarios and simulations are two tools used to develop knowledge, skills and abilities to effectively communicate while employed as a service desk technician.

Lecture Hours: 4.5
Lab Hours: 0
Internship Hours:
Clinical or Practicum Hours:

Course Objectives

Employ the incident management process.
Identify key roles of the IT service desk.
Apply IT communication techniques.
Reduce communication barriers.
Determine a communication strategy for handling a difficult situation.
Demonstrate personal skills necessary for effective communication strategies.
Describe IT security pitfalls.
Understand workplace technologies.
Implementing Troubleshooting skills
Develop technical documentation.
Develop training materials.
Write internal memorandums, policy memorandums and governance documents.

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