CIS 140300 Information

Distance Education @ Union County College
Online Course Information

Course Information

Help Desk Concepts and Customer Service
CIS 140 300
Spring 2008
3 credit hours
Start date: 01-24-08
End date: 05-20-08

This course provides an overview of the topics relevant to working at a help desk including customer service skills. Topics discussed in this course include: help desk concepts, roles and responsibilities, help desk operations, help desk processes and procedures, tools and technologies, performance measures, ergonomics, customer satisfaction, listening and communications skills, handling difficult customers, solving and preventing problems, and more. 3 lecture and 1 laboratory hours per week. 3 credit hours.

Instructor Information

Dorothy Andrews
email: andrews@ucc.edu
voice: 908 709 7542

Special Information

Testing Information:

Online course - Testing is via WebCT

Textbook(s):

A Guide to Computer User Support for Help Desks Fred Beisse 3rd Edition Course Technology ISBN: 0-619-21510-0

Course Materials (including special hardware or software):

In order to participate in this course you must have access to the Internet and Microsoft Word 2007 software. If you do not have software on your home computer, it is available on the computers located at Union County College's campuses. Please check for available computer lab hours.