This message is being sent to announce a new course being offered by the Computer Science Department as a direct response to input from local employers. The course is CTS 1155 Introduction to Help Desk Concepts. It is designed for IT majors and covers the business, technical, and interpersonal skills needed to succeed in a help desk setting. It addresses all major aspects of help desk operations including customer support, processing and resolving incidents, and knowledge management.

At the end of the course students will be able to:

1. Discuss the guidelines for effective communication and the behaviors that interfere with communication.
2. Describe the techniques used to determine the root cause of a problem, list the components of problem resolution, and the methods used to evaluate and prioritize possible solutions.
3. Describe common help desk performance metrics.
4. Explain the difference between reactive and proactive knowledge management and the barriers to effective knowledge management.
5. Describe the components of a solution.
6. Discuss common threats to computer security, the five stages of securing a computer system, and additional methods of ensuring computer security.
7. Collaborate in diverse groups.
8. Develop strategies to address the changing business environment, office politics, and ethical issues as they relate to IT.
9. Communicate effectively with technical and non-technical personnel orally and in writing.
10. Make use of technology to organize, acquire, and convey information.

This course has been added to the Computer Information Technology A.S. Degree program as a preferred elective and will be offered in the Summer I semester from 9:30-10:45 AM Mondays-Thursdays in V209A at the Kight Center. The course will be taught by the new department chair Terri Holly.  Questions about the course should be submitted to Professor Holly by email at tholly@irsc.edu or voice mail at (772) 462-7669.

Anyone who is looking for training in a strong employability skill should consider taking this class.