CIST 2130 Syllabus

Subject Code

CIST

Course Number

2130

Course Title

Desktop Support Concepts

Prerequisites

CIST 1001 with a grade of C or higher; CIST 1305; Diploma-level program admission

Corequisites

Terms Offered

Offered Fall

Credit Hours

(1-4-3)

Course Description

This course is designed to give an overview to desktop support management. Topics include computer support service management and computer support operations.

A work ethic grade is assigned for this course. For more information see Work Ethics.

Course Outcomes

Computer Support Specialists Soft Skills

  • Characterize traits that are important in achieving high customer satisfaction.
  • Demonstrate strong listening skills.
  • Demonstrate appropriate call handling skills.
  • Apply appropriate technical writing skills.
  • Demonstrate an understanding of handling difficulty customer situations.
  • Describe characteristics  of a successful team.

Computer Support Service Management

  • Describe strategies and standards for leading IT service management frameworks including ITIL.
  • Classify common service metrics and performance indicators.
  • Utilize and contrast support center knowledge management systems commonly used in the support center environment.
  • Demonstrate an understanding of and apply security management in a computer support setting.

Computer Support Operations 

  • Describe processes and procedures for increasing productivity, drive consistent service delivery, and customer satisfaction.
  • Create and maintain processes and procedures for increasing productivity, drive consistent service delivery, and customer satisfaction.
  • Utilize common tools and utilities used in support center environment.
  • Describe and diagnose common user problems.
  • Demonstrate ability to configure and troubleshoot applications and devices.
  • Demonstrate an understanding of resolving issues related to usability of applications, web browser such as Internet Explorer, email such as Outlook.
  • Perform product evaluation, needs assessment, and performance measures.

Computer Support Job Setting

  • Analyze a computer support job setting and adapt the setting to improve the ergonomic correctness of the environment.
  • Describe principle computer support job categories.
  • Explain the role of certifications in the computer support profession.
  • Demonstrate skills necessary to be a successful computer support specialists.