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Center for Curriculum and Transfer Articulation
Customer User Support
Course: CIS102DA

First Term: 2011 Spring
Lec + Lab   3 Credit(s)   4 Period(s)   3.7 Load  
Subject Type: Occupational
Load Formula: S

Description: Examines skills, tools and strategies necessary for becoming a computer help-desk or end-user support professional.

MCCCD Official Course Competencies
1. Describe end-user computing. (I)
2. Explain computer user support services. (II)
3. Describe customer service skills required by user support agents. (III)
4. Develop a computer troubleshooting philosophy and strategies. (IV)
5. Apply a problem-solving process to end-user problems. (V)
6. Describe the operation of a typical help desk. (VI)
7. Apply project management techniques to a user support project. (VII)
8. Develop product evaluation strategies and support standards. (VIII)
9. Perform user needs analysis and assessment. (IX)
10. Describe the installation of end-user computer systems. (X)
11. Explain the computer user training process. (XI)
12. Produce end-user documentation using technical writing techniques. (XII)
13. Describe common computer facilities management tasks. (XIII)
MCCCD Official Course Competencies must be coordinated with the content outline so that each major point in the outline serves one or more competencies. MCCCD faculty retains authority in determining the pedagogical approach, methodology, content sequencing, and assessment metrics for student work. Please see individual course syllabi for additional information, including specific course requirements.
MCCCD Official Course Outline
I. End-user computing
   A. End-user classifications
   B. Resources end users need
   C. End-user application software
   D. Common problems with end-user computing
II. Computer user support services
   A. Organizational support
   B. Informal peer support
   C. User support services
   D. Position descriptions and career paths
III. Customer service skills required by user support agents
   A. Communication and Customer-Service Skills
      1. Listen Carefully
      2. Build understanding
      3. Respond effectively
   B. Incident Management Strategy
   C. Personality Types
   D. Difficult Clients and Incidents
   E. Client-Friendly web sites
IV. Computer troubleshooting philosophy and strategies
   A. Troubleshooting skills
      1. Problem solving
      2. Critical thinking
      3. Decision-making
   B. Troubleshooting tools
   C. Problem solving strategies
V. Problem-solving process for end-user problems
   A. Common end-user problems
   B. Applying the problem-solving process
VI. Operation of a typical help desk
   A. Incident Management Process
   B. Help desk environment
   C. Technology and tools
   D. Trends in help desk operation
VII. User support management
   A. Managerial concerns
      1. Mission
      2. Performance and Justification
      3. Staffing
      4. Staff training
   B. Managing user support projects
   C. Certification
   D. User Support Profession
VIII. Product evaluation strategies and support standards
   A. Methods for evaluating and selecting computer products
   B. Product support standards
IX. User needs analysis and assessment
   A. User needs analysis steps and tasks
   B. Needs analysis and assessment tools
X. Installation of end-user computer systems
   A. Site preparation
   B. Site management documentation
   C. Hardware Installation
   D. Operating System and network installation
   E. Applications installation
   F. Wrap-up tasks
XI. Computer user training process
A. Planning
   B. Preparing
   C. Presenting
   D. Progress toward quality user training
XII. Writing end-user documentation
   A. Types of documentation
   B. Documentation planning
   C. Technical writing process, strategies, tools and common problems
   D. Documentation evaluation criteria
XIII. Describe common computer facilities management tasks
   A. Common computer facilities management problems
   B. Facilities management tools and procedures
MCCCD Governing Board Approval Date:  11/23/2010

All information published is subject to change without notice. Every effort has been made to ensure the accuracy of information presented, but based on the dynamic nature of the curricular process, course and program information is subject to change in order to reflect the most current information available.