ITE182-USER SUPPORT/HELP DESK PRINCIPLES
SPRING 2016, Monroe Technology Center
Jeremy Staples, IT DE Adjunct
Course Syllabus
Instructor: Mr. Jeremy Staples
Email: jeremy.staples@lcps.org
Phone (school number): (571) 252-2080
Instructor Availability: Mon-Fri 8:30am-3:30pm
Instructional Materials:
A Guide to Customer Service Skills for the Help Desk Professional 3e., by Donna Knapp,
Knapp Associates, Inc., South Western, ©2011, ISBN-13: 9780538748537.
General Course Purpose:
This course introduces a variety of tools and techniques that are used to provide user-support in
help desk operations. Including help desk concepts, customer service skills, troubleshooting
problems, writing for end users, help desk operations, and software, needs analysis, facilities
management, and other topics related to end user support.
Course Credit: 3 credit hours
Prerequisites:
Virginia English Placement Test
Final Exam:
June 5th & 8th
Drop Date:
[02.22.16]. If you are not proving successful in this college course due to its rigor or personal
issues, the course can be dropped by the above date. Your school will not be billed for your
participation in the course. With your agreement, your teacher will send an e-mail with this
request to the DE Registrar. If a transferrable course, you must be removed from the course. If
non-transferable, you can take the high school only credit and remain in the course.
Withdraw Date:
[04.28.16]. If you missed the drop deadline, you may also be withdrawn from the course. A
withdraw places a W on your college transcript but does not impact your college GPA. To be
withdrawn, with your permission, your DE Instructor will complete the DE withdraw form and
send to the DE Registrar. Please note, too many “W” on a college transcript can impact your
ability to secure financial aid in the future!
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ITE182-USER SUPPORT/HELP DESK PRINCIPLES
SPRING 2016, Monroe Technology Center
Jeremy Staples, IT DE Adjunct
Course Syllabus
Course Objectives:
Upon completion the course, the student will be able to:
• Support help desk operations
• Provide essential customer service
• Address troubleshooting problems effectively and efficiently
• Develop reports and needs analysis
• Manage operations and facilities
• Give end user support in related areas of software and hardware
Major Topics to be Included
•
•
•
•
•
•
The role the service desk plays in delivering quality technical customer support
The four components of a successful service desk
Trends influencing the service desk
What customers need and expect
How to meet and exceed customer expectations
The mix of skills needed for a career in technical customer support
Instructional Materials:
Fred Beisse, A Guide to Computer User Support for Help Desk and Support
Specialists, 5th Edition. Course Technology, Cengage Learning, 2013, ISBN 13:
9781133187820
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ITE182-USER SUPPORT/HELP DESK PRINCIPLES
SPRING 2016, Monroe Technology Center
Jeremy Staples, IT DE Adjunct
Course Syllabus
Assessment of Learning:
40% Formative / 60% Summative
Grading Scale:
A = 100 - 90 B = 89 - 80
C = 79 - 70
D = 69 - 60
F = 59 and below
Loudoun County Public Schools
Grade Scale 2014-2015
Quality Point
Awarded (Before
Weighting)
Letter Grade Numeric Range
A+
98-100
4.30
A
93-97
4.00
A90-92
3.70
B+
87-89
3.30
B
83-86
3.00
B80-82
2.70
C+
77-79
2.30
C
73-76
2.00
C70-72
1.70
D+
67-69
1.30
D
63-66
1.00
D60-62
0.70
F
0-59
0.00
Assignments:
Provided through Assignment Calendar located on the Global Drive at LCPS.
Academic Honesty:
Neither cheating nor plagiarism will be tolerated. If you are found cheating or plagiarizing you
will receive a grade of 0 and the incident reported to the department and dean. According the
NOVA Student Handbook, “Academic dishonesty cannot be condoned. When such misconduct
is established as having occurred, it subjects you to possible disciplinary actions ranging from
admonition to dismissal, along with any grade penalty the instructor might, in appropriate
cases, impose. Procedural safeguards of due process and appeal are available to you in
disciplinary matters.” See Section VII of the Student Handbook, which is available online, for
more information about this policy.
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ITE182-USER SUPPORT/HELP DESK PRINCIPLES
SPRING 2016, Monroe Technology Center
Jeremy Staples, IT DE Adjunct
Course Syllabus
Special Services:
Students with disabilities should contact a Counselor for Disability Services. “Northern
Virginia Community College is committed to complying with Section 504 of The
Rehabilitation Act of 1973, as amended, and Americans with Disabilities Act (ADA) by
providing reasonable accommodations for students. No qualified student with a documented
disability shall be denied access to, or participation in, services, programs, and activities of the
College.” [www.nvcc.edu]
Attendance:
My policy on attendance for a class that meets twice a week means that the student will receive
an F upon accumulating 6 absences. For lesser number of absences, the student should expect
a lowered grade in the course. Tardiness is very disruptive and if you are late an unreasonable
amount additional work may be required. 3 tardies = 1 unexcused absence.
Students must know the last date to withdraw without a grade penalty; after that date no class can
be dropped except in specific exceptional circumstances, which must be documented. Any student
wishing to drop this class must do so for himself or herself by going to the Office of Admission
and Records.
If you are absent from class it is YOUR responsibility to request any handouts you did not
receive as well as information about assignments/papers/exams, etc.
Policy for Make-up Exams:
If you miss an exam you must see me in office hours or by appointment, preferably before the
exam missed. The make-up exam may be different than the regular one. A legitimate reason
must be provided, e.g. a doctor’s note, etc. I reserve the right to give you a zero for any
assignment, quiz, or exam missed.
Additional Course Information:
1.) It is your responsibility to understand the syllabus.
2.) Do not arrive tardy to class. If you are late, take your seat quietly. For every 3 late days
you will be charged with an unexcused absence. If you are tardy for exams or quizzes you may
be penalized by not being allowed to participate.
3.) Do not leave class early unless you inform me before class begins. If you are sick and
have to leave please do, but tell me why at the earliest possible time. If you leave, do so
quietly without disrupting the class.
4.) Try to avoid causing distractions in class. This means do not engage in private
conversations during the lecture and tests. Do not read or do other schoolwork after class
begins. You must turn off your cell phone and/or beeper when you come to class. This does not
mean silencing the phone, but turning it off completely. Texting during class is not allowed.
If you are texting you are not paying attention and could miss important information; also, it is
rude. A ringing phone or loud beeper disrupts you, your classmates, and me. Any or all of these
distractions may result in my asking you to leave in front of the entire class. If I see your cell
phone out at all you will receive an unexcused absence for that class. If you have an emergency
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ITE182-USER SUPPORT/HELP DESK PRINCIPLES
SPRING 2016, Monroe Technology Center
Jeremy Staples, IT DE Adjunct
Course Syllabus
situation that requires you to have your cell phone on vibrate inform me about it before class
begins.
5.) It is not your professor’s responsibility to provide you with a stapler. I suggest you
purchase one. Every assignment or paper you turn in must be stapled and if it is not you will
lose 5 points. If this happens a second time you will lose 10 points. This will continue to
increase by 5 points each additional time.
6.) Unless I instruct you otherwise, I do not accept assignments or papers via email. Paper and
printer ink costs money and it is not the department’s or my responsibility to provide students
with these. Therefore, I will not print documents from flash drives. There are computer labs
where you can print your work if you do not own a computer or your home computer/printer is
malfunctioning.
7.) I do not provide copies of my notes. There are no exceptions to this rule. If you miss class
it is your responsibility to get the notes from a classmate.
8.) If I catch you cheating on an exam it is an automatic zero. If I catch you cheating again or
plagiarizing a paper or assignment this will be your second offense and may result in a zero for
the final class grade.
9.) You may use a laptop in class, but I will occasionally check during class to see if you are
using it to only take notes. If I find you online or playing games, you will lose the right to use a
laptop in class. If you see another student using their laptop inappropriately please inform me
(either in person or via email).
10.) NOVA policy is that we can only communicate with students via their NOVA email
accounts. Make sure you check yours often as there will be announcements sent out over
Blackboard to your NOVA email account. I will not email you back unless you are emailing
through your NOVA account
11.) If you are having problems, come see me. I am here to help, and the earlier you notify me
about a problem the sooner we can try to solve it.
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ITE182-USER SUPPORT/HELP DESK PRINCIPLES
SPRING 2016, Monroe Technology Center
Jeremy Staples, IT DE Adjunct
Course Syllabus
Class Schedule: WEEKLY ASSIGNMENTS OUTLINED BELOW:
Weekly Assignment Sheets with due dates are posted in the global folder on MTC’s network.
Content may include chapter readings and completion of study guides, lab assignments,
homework, quizzes and tests. All work is due by 3pm on Friday of each week. See Weekly
Assignment sheets for details.
This chart below may change; follow weekly assignment sheets, posted on global and
Blackboard.
Week
1 – Achieving High Customer Satisfaction
2 – Developing Strong Listening and
Communication Skills
3 – Winning Telephone Skills
4 – Technical Writing Skills for Support
Professionals
5 – Handling Difficult Customer Situations
6 – Midterm
7 – Solving and Preventing Problems
8 – Business Skills for Technical Professionals
9 – Teams and Team Players in a Help Desk
Setting
Minimizing Stress and Avoiding Burnout
10 – Final Exam-Capstone Project Presentation
Assignments
Exercises
Chapter 1
Exercises
Chapter 2
Exercise
Chapter 3
Exercises
Chapter 4
Exercises
Chapter 5
Midterm
Exercise
Chapter 6
Exercise
Chapter 7
Exercises
Chapters 8-9
Chapter
1
2
3
4
5
1-5
6
7
8-9
Final Exam
Teach Act Copyright Notice "The materials provided for this course are only for the use of students enrolled in
this course for purposes associated with this course, and may not be retained or further disseminated."
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