ITI114 IT Help Desks (8)
CSU Discipline Area: Unallocated to a CSU Discipline code (OTHER)
Duration: One session
Abstract:
The major aim of this subject is to give the students the skills and knowledge required to pass the Help Desk Analyst (HDA) industry certification from the Help Desk Institute (HDI). HDI's aim is to improve help desk standards and to establish a structured education and career path for the industry. This subject prepares students to enter the IT workforce through the attainment of this entry-level industry certification. It plays a key part in the first phase of the Bachelor of Industry Computing by assisting students to gain key workforce credentials before embarking on the remainder of the program.
+ 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: ITI114
Where differences exist between the handbook and the SAL, the SAL should be taken as containing the correct subject offering details.
Enrolment restrictions:
Only for students enrolled in Bachelor of Industry Computing
Objectives:
Upon successful completion of this subject, students should:
be able to describe the role of a Help Desk Analyst;
be able to describe the main features of a SLA (service level agreement);
be able to discuss and describe service delivery methods and technology;
be able to recognise and discuss IT service management best practices;
be able to discuss and describe various service management problem-solving techniques; and
be able to develop effective communication strategies.
Syllabus:
The subject will cover the following topics:
The Evolution of the Support Center The Role of the Support Analyst Strategic Framework and Perspective Service Level Agreements (SLAs) Standard Operating Procedures (SOPs) Service Delivery Methods and Technology Support Center Processes and Operations Best Practices for IT Service Management (ITSM) ITIL Service Support Security Management Knowledge Management Quality Assurance(QA) Communication Skills and Process Incident Documentation Writing Skills Problem-solving and Troubleshooting Skills The Customer's Psychological Needs
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.