INF-260 Technical Support Operations

This course introduces students to both the methodological and hands-on customer service-related world of end user support. Course topics examined include understanding the support profession and models; customer service; mission statements and service level agreements; implementing a help desk; troubleshooting; procurement; outsourcing; evaluation measurements; help desk certification. Lab topics studied include application installation; software and virus troubleshooting; call tracking; remote support; and support documentation. Students complete an individual support project with documentation. Lecture [2.00], Laboratory [2.00]. ]




INF-108, INF-144, and [INF-161 or INF-162 or INF-163]

Syllabus for this course.