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May 12, 2024
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CIT 209B - Service Desk Skills and Technology
Credits: 3
Description
Introduction to the service desk and the service desk industry. Emphasis includes service desk industry technologies, processes, measures and roles. Explores integration of human relations, communication, and technical skills needed to be a successful service desk agent. Prepares students for entry level assignments within the service desk industry.
Student Learning Outcomes
- Describe the various types of service desks and the skills required for roles within the service desk industry.
- Explain processes, technologies, and measures used to evaluate service desk performance.
- Evaluate the value of outsourcing and certification in the service desk industry.
- Demonstrate customer service skills.
- Integrate technical skills with service skills.
- Develop positive communication and listening skills. (Human Relations)
Prerequisite: IS 100B with a grade of Pass or IS 101 with a grade of C; and either CIT 112B or CIT 114B or CSCO 120 ; or
Instructor approval
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