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Information Technology Support Specialist (2009) LEA.1Q

GROUP NUMBER: 7

SEMESTER: Winter 2010

Course Title: An Introduction to Technical Support

Course Number: 410-021-LA

Number of Hours of Instruction: 45

Course Credits: 1.66

Course Weighting: 2-1-2

Pre-requisite or co-requisite: None

Competencies Fully Met:

BJ87 Describe the key elements of technical support.

Instructor: Madeleine Jean

course DESCRIPTION

THE COURSE WILL PROVIDE STUDENTS WITH A SOUND UNDERSTANDING OF THE BASIC ELEMENTS THAT MAKE UP TECHNICAL SUPPORT INCLUDING: ROLES AND RESPONSIBILITIES OF A TECHNICAL SUPPORT SPECIALIST, SERVICES OFFERED BY A HELP DESK, TECHNOLOGY AND TOOLS USED IN TECHNICAL SUPPORT, METRICS, SERVICE LEVEL AGREEMENTS (SLAS), THE ESCALATION PROCESS, AND OUTSOURCING. THIS COURSE WILL ALSO EXAMINE ETHICAL ISSUES AND TRENDS IN TECHNICAL SUPPORT.

COURSE PLACEMENT WITHIN THE PROGRAM

This is a foundational course for the program, offered in the first semester, providing students with an overview of the roles, functions, and important elements related to the technical support environment.

COURSE OBJECTIVES

UPON SUCCESSFUL COMPLETION OF THIS COURSE, A STUDENT WILL BE ABLE TO:

• Describe the profile of a technical support specialist.

• Explain the various services provided by a Help Desk.

• Describe and demonstrate proficiency in the use of the commonly used Help Desk software, technologies and tools.

• Describe the ethical issues related to the technical support profession.

• Identify and analyse current trends in the technical support industry.

• Describe the various forms of support offered.

• Explain what a Service Level Agreement (SLA) is and what purpose it serves.

• Describe the escalation process.

• Identify and explain how common Help Desk metrics are used.

COURSE CONTENT AND CALENDAR

| | |

|CLASS #1: |Introduction |

|3 hours |Course outline presentation |

| |Exercise |

| | |

|CLASS #2: |Evolution of technical support |

|3 hours |Definition of a Help desk |

| | |

|CLASS #3: |Types of Help Desks |

|3 hours |Trends in the Help desk environment |

| | |

|CLASS #4: |Setting of a Help Desk |

|3 hours | |

| | |

|CLASS #5: |Role and responsibilities of a Help Desk |

|3 hours |Client’s Responsibilities |

| |Mission of a Help Desk |

| | |

|CLASS #6: |Types of services |

|3 hours |Information |

| |Troubleshooting assistance |

| |Desk side support |

| |Other services |

| |1st written test: 20% |

| | |

|CLASS #7 & 8: |Role and responsibilities of the support specialist |

|6 hours |Skills required |

| |Career in a Help Desk environment |

| | |

|CLASS #9 & 10: |Help Desk technologies and tools |

|6 hours |Help desk software |

| |Telephone technologies |

| |E-Mail and Internet |

| |Incident tracking systems |

| |Remote technologies |

| |Management tools |

| | |

|CLASS #11: | |

|3 hours |Escalation process |

| |Written test 2: 20% |

| | |

|CLASS #12 & 13: |Information component |

|3 hours |Metrics in a help Desk environment |

| |Customer data |

| |Incident data |

| |Status data Resolution data |

| |Team performance measures |

| |Individual performance measures |

| |Code of conduct in a Help desk environment |

|CLASS #14: |Key ethical issues related to the technical support profession |

|3 hours |Fairness – integrity-loyalty- accountability |

| |Privacy |

| |Characteristics of a successful help desk team |

| |Written test 3: 20% |

| | |

|CLASS #15: |Final exam : 40% on all subjects studied |

|3 hours | |

METHODOLOGY

• LECTURES

• Discussions

• Teamwork

• Practical lab assignments and simulations

Both English and French languages will be used in the various aspects of the course by both the instructor and the students.

evaluation

3 WRITTEN TESTS: FOR A TOTAL OF 60% (20% EACH WRITTEN TEST)

1 written final exam: 40%

TEXTBOOK/MATERIAL

A GUIDE TO SERVICE DESK CONCEPTS, 3RD EDITION, DONNA KNAPP

cheating and plagiarism policy:

CHEATING AND/OR PLAGIARISM ARE SERIOUS ACADEMIC OFFENCES. PUNISHMENT RANGES FROM RECEIVING THE GRADE OF ZERO FOR THE PLAGIARIZED PAPER OR THE EXAM, ON WHICH THE CHEATING OCCURRED, TO A RECOMMENDATION, IN CRITICAL CASES, THAT THE STUDENT BE WITHDRAWN FROM THE COURSE. A STUDENT WHO REPEATEDLY COMMITS SUCH OFFENCES MAY BE TOLD TO LEAVE THE INSTITUTION. AN EXAMPLE OF PLAGIARISM IS THE SUBMISSION OF ANY WORK THAT IS COPIED FROM THE INTERNET OR FROM ANOTHER STUDENT. OFFENCES ARE KEPT ON FILE AND WILL BE REPORTED TO THE DIRECTOR OF CONTINUING EDUCATION FOR INCLUSION IN YOU PERMANENT RECORD. CHAMPLAIN COLLEGE’S POLICY ON CHEATING AND PLAGIARISM WILL BE STRICTLY ENFORCED (SEE IPESA SECTION 5.5 – PAGE 21 AND 22).

attendance POLICY

← STUDENTS ARE EXPECTED TO ATTEND ALL SCHEDULED CLASSES.

← Attendance will be taken at each session

← Excused absences should not account for more than 10% of the total of course time. If a student misses 10% or more of the course due to excused absences, the student’s chances of succeeding in the course will need to be assessed.

← Unexcused absences should not account for more than 20% of the total course time. If a student misses 20% or more of the total course hours due to unexcused absences, the instructor may prohibit further attendance and assign the grade earned to-date in the course as the final grade.

← Students are expected to be in class at the start of every scheduled class. Attendance will be taken ten minutes after the start of the class (i.e. 9:10 am or 1:10 pm.)

← Ten minutes after class start time, a student is considered late and will not be allowed in the classroom until the break. The attendance record will show that the student was absent for that time period (i.e. 1 hr. and 15 min.).

The Institutional Policy on the Evaluation of Student Achievement (IPESA) contains important information on all aspects of student evaluation. An online version of this document can be found on the website champlaincollege.qc.ca by clicking on the Documentation tab. The IPESA can be found in the Policies section, under Academic Policies.

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