ITS 224 Help Desk Support Practices (3)

3 hours lecture per week

Prerequisite(s): ITS 144 or consent of the instructor or BE department chair.

This course covers characteristics of a Help Desk, its users, common problems, and tools. Trouble ticket, knowledge, asset and security management.

Course Syllabus
ITS224 – PDF

Hi, my name is Dale Nakasone and I teach ITS 224, Help desk Support Practices and what this course is about is we teach a lot of concepts related to support of IT within a company or external support and what we do is we discuss things such as customer relationship skills, also we take a deep look at ticketing software that is used by many of these companies and organizations. In addition to that, we really do a lot of hands on, we have a lot of practice with regard to entering in incidents and resolving problems in the IT area. It’s a lot of fun and it’s an interesting course, I feel, and is a course that is a requirement for all IT majors as there’s one big job source out there so I hope to see you in ITS 224!