CIS 225 - Computer End-User Support I

WR 115  or designated placement

WR 115Q  as required, and 

CIS 145 , CIS 179  

 

Recommended Prerequisite(s):  

WR 121Z  

Course Description: Prepares students for training and supporting End-Users in a variety of organization settings. Topics to be discussed include the End-User support function in an organization, techniques for developing and delivering training modules, and techniques for providing ongoing technical support to End-Users.  Emphasis is on solving problems with users (debugging, troubleshooting, and interaction with users) with actual and/or simulated functions of a computer support department.

Course Learning Outcomes:

• CLO#1: Analyze End-User needs and requests.
• CLO#2: Evaluate characteristics of technical support personnel; apply characteristics to end user support tasks.
• CLO#3: Identify quality customer service skills and how to implement skills. (ILO: Critical Thinking)
• CLO#4: Identify software/hardware solutions for End-Users using appropriate product evaluation strategies. (ILO: Information Literacy)
• CLO#5: Collaborate with end users using proper technical training techniques and targeted audience design. (ILO: Communication)
• CLO#6: Assess and identify computer software and/or hardware problems.