CONTACT CSU

No offerings have been identified for this subject in 2015

ITI114 IT Help Desks (8)

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 Location

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.

Subject information

Duration Grading System School:
One sessionSY/USSchool of Computing and Mathematics

Enrolment restrictions

Only for students enrolled in Bachelor of Industry Computing

Learning Outcomes

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

Back

The information contained in the 2015 CSU Handbook was accurate at the date of publication: 01 October 2015. The University reserves the right to vary the information at any time without notice.