ITE522 IT Helpdesk and Career Search (8)
CSU Discipline Area: Unallocated to a CSU Discipline code (OTHER)
Duration: One session
Abstract:
The aim of this subject is to give students the skills and knowledge required to investigate and pursue entry level, computer support positions within the ICT industry and to pass the Help Desk Analyst (HDA) industry certification from the Help Desk Institute (HDI).
+ Subject Availability Modes and Locations
No offerings have been identified for this subject in 2013.Continuing students should consult the SAL for current offering details prior to contacting their course coordinator: ITE522
Where differences exist between the handbook and the SAL, the SAL should be taken as containing the correct subject offering details.
Assumed Knowledge:
Enrolment restrictions:
Only for students enrolled in
- Graduate Certificate in Computing (Career Transition)
Objectives:
Upon successful completion of this subject, students should:
be able to assess customer business needs expectations;
be able to use critical thinking to resolve incidents quickly and consistently;
be able to listen and communicate effectively;
be able to identify challenging customer behaviour, and offer solutions on how to defuse such behaviour;
be able to demonstrate the ability to selectively use information to structure a multi-layered representation of knowledge and experience;
be able to develop a personal vision statement;
be able to demonstrate the ability to use a range of media and personal connections to identify and research potential employers;
be able to use a variety of sources, including media and the internet, to construct a meaningful picture of an employer, workplace, and role.
Syllabus:
The subject will cover the following topics:
- The Evolution of the Support Center
- The Role of the Support Analyst
- Service Level Agreements (SLAs)
- Standard Operating Procedures (SOPs)
- Service Delivery Methods and Technology
- Telephony Systems
- Service Management Systems
- Support Center Processes and Operations
- Best Practices for IT Service Management (ITSM)
- ITIL Service Support
- Security Management
- Knowledge Management
- Quality Assurance(QA)
- Researching job opportunities
- Working with ICT recruitment companies
- Prospecting for jobs
- Preparing and marketing a Resume
- Presentation and communication skills
- The Job Interview
The information contained in the 2013 CSU Handbook was accurate at the date of publication: 24 April 2013. The University reserves the right to vary the information at any time without notice.