COM212 USERS SUPPORT
COURSE OUTLINE
SEMESTER: FALL
Faculty Member’s Details:
Name:
Theodoros Christophides
Office Hours: By Appointment
Email:
theo_christopher@hotmail.com
Web Site:
http://www.cdacollege.ac.cy/
Course Description
This course focuses on key information and skills for user support professionals, including
troubleshooting and problem solving, successful communication with clients, determining a
client's specific needs, and training end users. For those considering entering the field,
alternate career paths for user-support workers are covered. With balanced coverage of both
people skills and technical skills, this course is an excellent resource for those in or preparing
for the technical support field




Use hardware tools and techniques to diagnose and repair computer and printer
problems
Use operating system tools to diagnose and repair system problems
Troubleshoot connectivity issues and configure a SOHO network
Configure application and system software to manage permissions and threats
Course Aims and Objectives:
On completion of this course, students should be able to:










Manage common problems end users encounter
Implement the knowledge, skills, and abilities (KSAs) needed to qualify for an entrylevel user support position
Develop a call management strategy
Utilize technical databases and Frequently Asked Questions (FAQs) to assist in the
repair technical problems
Apply the principles of workload planning and management to effectively cost
services Analyze the value of help desks and how they operate in a typical help desk
organization
Study the ethical principles that guide the professional behavior of support workers
The most common tools and methods support specialists use to evaluate and select
computer products
How to plan, prepare and deliver a training session
Demonstrate the importance of communication skills and customer service
relationships
Use helpdesk software to simulate the technical user support process.
Prerequisites: None
Type of Course: Compulsory for Information & Communication Technology
Teaching Methods: Face-to-face lectures, presentations, problem and case studies
1
discussion, independent and private study, preparation of projects and group work.
Course Teaching Hours: 42 hours a semester. The course is delivered during a 14-week
semester.
Assessment method and weight: 30% coursework and 70% final examination. Student
performance can be one or more of the following: student attendance and participation during
the semester, mid-term examination, tests, assignments and projects. Passing mark: 40%
ASSESSMENT
Assignments:
Mid-term examination:
Final examination:
10%
20%
70%
Assignments: The students will be assigned to carry out a theoretical research and practical
work in the existing literature over the topics covered in the course outline, or to carry out an
exercise using the Internet and/or other applications. The faculty member will determine the
character of the assignment. The students are requested to deliver their assignments on an
individual or group basis and on time. Although collaboration among the students for the
preparation of the assignments is encouraged, students should avoid copying. Presentations
and discussions over the assignments will follow.
Mid-term examination: The mid-term examination will be of one and a half hours. It may be
essay questions, practical exercises and/or multiple-choice questions.
Final Examination: The final examination will be of two hours. It will be comprehensive
and it will test the students on the material covered during the semester.
Grading System
% Grade
Grade
Grade Meaning
90-100
80-89
75-79
65-74
60-64
55-59
40-54
Below 40
A
B+
B
C+
C
D+
D
F
W
I
Excellent
Very Good
Good
Above Average
Average
Below Average
Poor
Failure
Withdrawal
Incomplete
COURSE BOOK
Required Textbook
Title
Author(s)
Publisher /Year
Edition
ISBN
A Guide to Computer User Support for Help Desk and Support Specialists,
Fred Beisse,
Course Technology; (September 16, 2009)
4 edition
ISBN-10: 0495806498, ISBN-13: 978-0495806493
2
Website
Textbooks, References, Other Bibliography
Title
Author(s)
Publisher /Year
Edition
ISBN
Website
Troubleshooting the PC with A+ Preparation,
Patrick Regan,
Prentice Hall Certification, 2006
3/E
ISBN-10: 0131194674 ISBN-13: 9780131194670;
Learning Outcome Table
Week
st
1
nd
2
3rd
4th
5th
6th
Learning Outcomes And Content Of The Course
Define how historical changes in computer technology have
affected computer use; Common problems end users may
encounter
Understand the importance of communications skills and
customer service relationship; Reasons support agents listen and
read carefully; Aspects of effective speaking and nonverbal
communication; Develop a personal communication style
Lectures,
Presentation and
class discussion
Troubleshooting process and thinking skills required;
Communication skills for troubleshooting; How to use
information resources to help solve computer problems;
Diagnostic and repair ; tools; Strategies for troubleshooting;
Develop your own approach to problem solving;
Lectures,
Presentation and
class discussion
Categories of common support problems; Apply problem-solving
processes to typical support problems
Lectures,
Presentation and
class discussion
Lectures,
Presentation and
class discussion
Define Help desk operation procedures; The multilevel support
model; The incident management process; Job stress in help desk
work; How hardware and software tools are used by support
agents, managers, and end users
Recognize the mission of a support group; Steps to staff a support
position; The contents of a training program for support staff;
Certification for support professionals; rofessional associations for
support workers; Ethical conduct guidelines for support
professionals
Midterm
7th
8th
9th to
Educational
Activities
Lectures,
Presentation and
class discussion.
Differentiate between product and support standards; Common
tools and methods for evaluating and selecting computer products;
Typical product support standards; How organizations develop
and implement product standards
Understand the basic strategies to perform user needs analysis and
assessment; Steps analysts take to analyze and assess a user’s
needs; Tasks in managing a user needs assessment project;
10th
3
Lectures,
Presentation and
class discussion
Lectures,
Presentation and
class discussion
Midterm
Lectures,
Presentation and
class discussion
11th
12th
13th
Identify the site preparation steps for computer installations and
pre-installation site preparation tasks; Steps to install and
configure hardware, operating systems, networks, and application
software
Define the goals of training activities; Planning a training session;
Presenting a training module; Appreciate the different types of
end-user documentation. Effective use of formats; Strategies for
technical writing; Evaluate documents
Revision
Lectures,
Presentation and
class discussion
Lectures,
Presentation and
class discussion
Revision
OTHER INFORMATION:
Academic Affairs And Policy: You are responsible for making yourself aware of and
understanding the policies and procedures of our college. These policies include cheating,
fabrication, falsification and forgery, multiple submission, plagiarism, complicity and
computer misuse. If there is reason to believe you have been involved in academic
dishonesty, you will be referred to the Office of Student Affairs. You should consult with me
if you are uncertain about an issue of academic honesty prior to the submission of an
assignment or test.
Class Attendance: Students are expected to attend classes regularly so that new material can
be delivered to all students without delays, without having to repeat newly delivered material
and without disturbing the smooth running of the course schedule. Students should enter their
lecture room at least five minutes before the lecture begins in order not to disturb fellow
students and interrupt the lecture process. Attending classes assures that all students receive
equal attention and everyone is up to date with the course schedule. In case of a student being
absent he/she is responsible for all material covered and required during the class period.
He/she should also be updated for any tests the instructor has announced in class. All mobile
phones must be switched off before coming into class.
Library: Students are advised to use library facilities in a productive way. Do not hesitate to
ask the librarian for help and guidance.
Office Hours: Students are encouraged to visit me during office hours, for any sort of matter,
academic or not. Students are encouraged to visit me and discuss any issues of their concern. I
recommend that you send me an email to arrange for a meeting or to get advice on issues that
concern you.
4