Overview
CMIS 311 is a three-credit, senior-level course that introduces the key concepts and methods of end-user IT support, including communication skills, problem-solving skills, and organizational needs.
Outline
Unit 1: Communication Skills for End-User Support
- Section 1.1: The Goal of User Support
- Section 1.2: Listening and Communication Skills
- Section 1.3: Telephone Skills
- Section 1.4: Technical Writing Skills
Unit 2: Problem-Solving Skills for End-User Support
- Section 2.1: Handling Difficult Customers
- Section 2.2: Solving and Preventing Problems
- Section 2.3: Business Skills for Technical Professionals
Unit 3: Organizational Needs of End-User Computing
- Section 3.1: Teams and Team Players
- Section 3.2: Managing Stress
Learning outcomes
After completing this course, you should be able to:
- Describe the technological and organizational context within which the contemporary user support specialist operates, including how organizations develop and implement support standards.
- Classify and define user support roles and the skills required for entering the field; define user support workers' career path and professional associations; and describe the user support field's ethical principles.
- Outline the client service relationship and articulate strategies for creating successful relationships and handling difficult clients, including telephone, chat, and other digital communication techniques and personal communication styles.
- Identify common end user issues and problems and apply problem solving processes, including developing a personal approach to problem-solving and assessing users' needs.
- Outline the troubleshooting process, strategies, and diagnostic tools used to troubleshoot problems, and identify tools for repairing problems.
- Outline the challenges of planning, implementing, controlling, and evaluating user support operations within an organization, looking specifically at helpdesk operation and management, trends, product evaluation, and needs analysis.
- Explain the nature of user support, including roles, tasks, and the helpdesk function; software installation, user training, and writing for end users; and resources that make up the user support specialist’s toolkit.
- Determine, plan, and prepare appropriate training activities for user support processes.
- Understand different types of end-user documentation, and outline how to plan for developing such documentation, including identifying tools for effective technical writing and for evaluating documentation processes.
Evaluation
To receive credit for CMIS 311, you must complete all assignments and achieve an overall course grade of at least a D (50 percent). If it is necessary to improve your course mark, you may resubmit assignments for which you have received less than 50 percent. There are no examinations in this course. Weighting of each component is as follows:
| Activity | Weight |
| Assignment 1 | 20% |
| Assignment 2 | 20% |
| Assignment 3 | 20% |
| Assignment 4: User Support Portfolio | 20% |
| Assignment 5: Course Website | 20% |
| Total | 100% |
Materials
Digital course materials
Links to the following course materials will be made available in the course:
Knapp, D. (2015). A guide to customer service skills for the service desk professionals (4th ed.). Cengage Learning. ISBN: 9781305445871 (eText); 9781305461253 (print)
Other Resources
All other learning resources will be available online.
Special Course Features
This course and the learning activities within it have been designed specifically for use with a version of Microsoft Office that includes Word, PowerPoint, and Excel (Office 365, Office 2013, or newer).
Office 365 is provided free of charge to Athabasca University students. For complete information, see Office 365 for Students.
Challenge for credit
Overview
The challenge for credit process allows you to demonstrate that you have acquired a command of the general subject matter, knowledge, intellectual and/or other skills that would normally be found in a university-level course.
Full information about challenge for credit can be found in the Undergraduate Calendar.
Evaluation
To receive credit for the CMIS 311 challenge registration, you must submit three assignments and achieve receive an average grade of D (50 percent) or better on each assignment.
· Assignment 1
· Assignment 2
· Assignment 3
Challenge for credit course registration form
Challenge for credit course registration form