Overview Objective Materials grading Exam ELI Policies and Procedures Contacting the Instructor Beginning the Course
ITE182: User Support/Help Desk Principles
Professor: Jennifer Ferguson

Overview

ITE 182 - Introduces a variety of tools and techniques that are used to provide user support in help desk operations. This course includes 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.

Entry Level Competencies: ITE 180 - Help Desk Support Skills

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Objectives

 

If you do well in this course, you 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
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Materials

 

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Grading
 

 

Your course grade will be determined by the the following points:

Assignment
Points
Percentage of Grade
Discussion Forum (4)
60pts (15pts each)
7%
9 Quizzes
90pts (10pts each)
10%
9 Projects
90pts (10pts each)
10%
9 Case Studies
90pts (10pts each)
10%
1 Project Summary
100pts
11%
1 Case Study Review
100pts
11%
4 Exams
360pts (3exams @ 80pts each; 1exam @ 120pts)
41%

Grading Scale
A
801-890
B
712-800 
C
623-711 
D
534-622 
F
0-533
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Exams

 

There are four (4) exams in this course. You are expected to take your examinations at one of the NVCC campus Testing Centers. Be sure to allow enough time to complete your exam before the Testing Center closes; Testing Centers have specific policies relating to the administration of ELI exams. You will need to take a photo ID, your NovaConnect empl ID number, and the appropriate Exam Pass when you go to the Testing Center.  

For Testing Center locations, hours of operation and policies, click here.

For information on taking exams outside of the metropolitan area, click here.

 
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ELI Policies and Procedures

 
This is an Extended Learning Institute (ELI) course. ELI courses differ from campus courses in several important ways, including enrollment dates, communication with faculty, assignment completion requirements, and exams. You must follow ELI's policies and procedures if you take this course. Read (or review) ELI's Policies and Procedures before you begin the course. If you have questions, call ELI at (703) 323-3347 or (888) 435-6822.
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Contacting the Instructor

 

I am here to help you succeed in this course. Occasionally questions or problems may arise. Here is how to contact me when they do:

E-mail : jferguson@nvcc.edu
Telephone : (703) 323-2404.
You may also call me to schedule a meeting in person at ELI.
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Beginning the Course
 

1. This course is piloting Blackboard 7.1. To access your course, log on to Blackboard at http://explore.vccs.edu.
2. If you have questions, contact your instructor at jferguson@nvcc.edu.

Please note that account generation takes approximately one week from the time of your paid registration. If you cannot log on after one week, contact the IT Help Desk. If you can log on to Blackboard, but your course isn't listed, please contact ELI or your instructor.