College of Information Systems and Technology: Syllabus

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|[pic] |Syllabus | | |College of Information Systems & Technology | | |IT/284 Version 3 | | |Enterprise Computer Support | | |09.24.2012 – 11.25.2012 |

Copyright © 2012, 2009 by University of Phoenix. All rights reserved.

Course Description

This course is an introduction to the roles, responsibilities, and skills required to become a professional computer support PC Technician and provide exceptional computer support service. This includes the fundamentals of customer service, effective questioning, verbal and nonverbal communication, onsite support, telephone support, remote e-commerce support, and dealing with difficult customers. This course includes remote access to hands-on, real-world customer support issues and scenarios.


Faculty and students/learners will be held responsible for understanding and adhering to all policies contained within the following two documents:

• University policies: You must be logged into the student website to view this document. • Instructor policies: This document is posted in the Course Materials forum.

University policies are subject to change. Be sure to read the policies at the beginning of each class. Policies may be slightly different depending on the modality in which you attend class. If you have recently changed modalities, read the policies governing your current class modality.

Course Materials

Beisse, F. (2010). A guide to computer user support for help desk and support specialists (4th ed.). Boston, MA: Cengage Learning.

Timm, P. R. (2011). Customer service: Career success through customer loyalty (5th ed.). Upper Saddle River, NJ: Prentice Hall.

All electronic materials are available on the student website.

| | |NOTE: Post your Certificate of Originality as a separate attachment with all Checkpoints and assignments. | |Week One: Customer Support Principles | | |Details |Due |Points | |Objectives |Explain the role of the customer support technician. | | | | |Identify methods and tools that enable computer support to satisfy customers. | | | | |Analyze trends in the computer support industry. | | | |Course Preparation |Read the course description and objectives. | | | | |Read the instructor’s biography and post your own. | | | |Reading |Read Appendix A regarding the final project requirements. | | | |Reading |Read Ch.1, “Introduction to CUS,” of A...
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