INF-260 — Technical Support Operations
3 Lab Hour(s) 2 Lecture Hour(s) 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 desk; troubleshooting; procurement; outsourcing; evaluation measurements; 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. Prerequisite(s): INF-108 ; INF-144; [ INF-161 or INF-162 or INF-163 ] Syllabus for this course
Prerequisites: INF-108, INF-144, INF-161, INF-162, INF-163