CIS225
Computer End-User Support I
An introductory course in computer software tools to help manage requests for end-user support and resolve problems in a timely fashion. Various pieces of software will be explained for features such as logging and tracking incoming calls, audit trail, escalations, notification and follow-up, standard reporting, guide help systems and "gathered knowledge" for an expert system. This course explores computer-user support skills, customer service skills for user support agents, troubleshooting basic computer problems, help desk operations, user support management, product evaluation strategies and support standards, user needs analysis and assessment methods, installing end-user computer systems, training computer users, writing for end-users and computer facilities management.
     

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