ITC133 Customer Support Management (8)


This subject is designed to provide an understanding of the customer contact management methodology and technology. It includes a study of communication technology and standards underlying the applications and management methods that support this field. Job roles and functions within the organisation and an understanding of the team work environment will be covered in detail. Students will also be presented with contemporary approaches in preparation of reports for management, understanding employee training and maintaining standards in the customer support area.

+ Subject Availability Modes and Location

Session 2
InternalAlbury-Wodonga Campus
InternalCSU Study Centre Melbourne
InternalCSU Study Centre Sydney
InternalWagga Wagga Campus
DistanceWagga Wagga Campus
Continuing students should consult the SAL for current offering details: ITC133
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 sessionHD/FLSchool of Computing and Mathematics

Assumed Knowledge

Background knowledge at the level of ITC105

Enrolment restrictions


Learning Outcomes

Upon successful completion of this subject, students should:
  • be able to identify the history of computer support and understand its role;
  • be able to describe the basic customer relationship skills required in the support environment;
  • be able to develop, refine and demonstrate the necessary technical writing skills to write concise and accurate customer contact reports;
  • be able to discuss problems relating to helpdesk operations;
  • be able to critically assess the main issues related to support standards and suggest solutions to rectify issues in the customer support area.


The subject will cover the following topics:
  • History of computer user support.
  • Introduction to customer service communication skills.
  • Document planning and technical writing.
  • Troubleshooting.
  • Common support problem identification methodology.
  • Introduction to helpdesk operations.
  • Managing user support and cost-benefit analysis.
  • Quantifying support standards.
  • Introduction to training users.
  • Topical Choice: Customer helpdesk psychology.
  • Topical Choice: Best practices, crowd support technology.
  • Topical Choice: Support via the cloud, best practices, mobile support systems.


The information contained in the 2016 CSU Handbook was accurate at the date of publication: 06 September 2016. The University reserves the right to vary the information at any time without notice.