ISS 1201 - Computer Support Fundamentals

This course is designed to provide an in-depth look at the business skills, soft skills, and self-management skills needed to provide effective customer service and support in a technical environment. In the demanding world of help desk analysis, it is no longer enough to only possess a solid technical background. Today’s help desk analyst must also master soft and self-management skills. This course examines the skills needed to deliver excellent customer support at the help desk, including active listening, effective communication, problem-solving, handling difficult customer situations, stress-management, and team building to name a few. The course offers real-world examples, interactive activities such as role playing and support emulation to reinforce key concepts in preparation for a career as a desktop support technician.

IAI Codes - Illinois Articulation Initiative (If applicable)