SHAWNEE STATE UNIVERSITY

COURSE SYLLABUS

 

BUIS 3050

 

Help Desk and IT Applications

 

Instructor

Mel Goetting, Assistant Professor

Phone

 

Office

Kricker 125

E-mail

mgoetting@shawnee.edu

Office Hours

 

Dept.

Business Administration

 

Credit Hours:

1, repeatable up to three times.  Lab fee required.

 

Class Location and Meeting Times:

To be determined

 

Materials Needed:

 

Course Description:

The main purpose of this course is to provide students with a comprehensive understanding of the help desk environment and the knowledge, skills, and abilities necessary to work in the IT industry. Students will learn problem-solving and communication skills that are very valuable when providing user support. Students gain practical experience providing assistance to users who are experiencing hardware or software problems working in Shawnee State University application and hardware labs. They will also learn how to work individually and in teams which will prepare them for a team-oriented work environment.

 

Prerequisites: BUIS 1010, BUIS 2000, BUIS 2700;  or permission of instructor, ISM Facilitator, or Department of Business Administration Chair

Course Outcomes: 

Upon completion of this course, the student must demonstrate that they have knowledge of:

 

·          The evolution of technical support

·          The role of the help desk within a technical support department

·          The components of a successful help desk

·          Why customer service is the bottom line for help desks

·          The different types of customer service and support organizations

·          The components of a help desk mission

·          The role and operation of internal help desks

·          The role and operation of external help desks

·          How size influences a help desk’s operation

·          The benefits and challenges of centralized and decentralized help desks

·          The benefits and challenges of managing a help desk as a cost center or a profit center

·          About outsourcing and its role in the support industry

·          The characteristics of a support center

·          Describe the evolution of business processes

·          Describe the leading quality improvement programs and their maturity lifecycle

·          Describe the benefits of a process-oriented approach

·          Describe the goals of the five most common help desk processes

·          Describe processes that support the help desk and enable quality improvement

·          Explain why processes are important

·          Explain how technology benefits the help desk

·          List and describe the primary help desk technologies

·          List and describe remote support technologies

·          List and describe help desk communications tools

·          List and describe help desk management tools

·          Describe the relationship between business processes and technology

·          Describe the steps involved in selecting help desk technology

·          List and describe factors that influence the location and layout of a help desk

·          Design and maintain work habits aimed at staying organized and achieving personal success

 

 

Course Outline

 

 

 

1. Introduction to Help Desk Concepts
2. Help Desk Operations
3. The People Component: Help Desk Roles and Responsibilities
4. The Process Component: Help Desk Processes and Procedures
5. The Technology Component: Help Desk Tools and Technologies
6. The Information Component: Help Desk Performance Measures

 

 

 

 

Grading:

Homework and Projects:

Assignments will be due at the beginning of the class period on the due  date. Assignments turned in during the class period or later will be accepted but will be subject to a penalty (reducing the total score). A 10% penalty will be applied for each assignment that is turned in during the class period on the due date. A 20% penalty will be assessed for each week (or part week) that an assignment is late if it is not turned in on the due date. Unless specifically agreed (in advance) homework IS DUE on the due date. If you are unable to attend class the assignment is to be emailed, faxed or postmarked on or before the due date to avoid the penalty. If you receive an unsatisfactory (less than 80%) mark on an assignment, that was turned in on time, you have the option of resubmitting it by the next class period. An automatic reduction of 20% will be applied to the resubmitted work's score. If you earned a 60% on an assignment and resubmitted it for a 95%, your net score of 75% would be a significant improvement.

 

Attendance and Participation:

Attendance and participation is an important part of your class grade (10%). Your success outside of school requires your daily attendance and so does this class. Regular roll will not be taken but your participation in this class is needed and required.

 

                    

ADA Statement
Section 504 of the Rehabilitation Act of 1973 and the Americans with Disabilities Act of 1990 require Shawnee State University to provide reasonable academic adjustments or accommodations for students with documented disabilities which would not compromise the integrity of the academic program.  Examples of documented disabilities include physical, psychiatric, and/or learning impairments that substantially limit one or more major life activities of the student.  Students seeking academic adjustments or accommodations must self-identify with the Coordinator of Disability Services, Student Success Center, Massie Hall, 740-351-3276.   After meeting with the Coordinator, students are encouraged to meet with their instructors to discuss their needs, and if applicable, any lab safety concerns related to their disabilities.

 

Academic Integrity:
You are required to do your own work on all tests and assignments. Any form of cheating may result in a grade penalty or the student being withdrawn from the course as well as dismissal from the University. See page 37 of the Shawnee State University catalog.

 

 

Extra Credit:

Extra credit may be awarded to students that go well beyond the required assignments assist during lab time with their fellow students, or other factors as deemed by the instructor.

 

 

Make-Up Examinations:

Scheduling and availability of make-up examinations is at the discretion of the instructor.

 

Scale:

90.0% - 100% A

80.0% - 89.9% B

70.0% - 79.9% C

60.0% - 69.9% D

0.0% - 59.9% F

 

Evaluation Criteria:

Attendance and Participation 10.00%

Weekly Assignments 50.00%

Quiz 1 10.00%

Quiz 2 10.00%

Final Examination 20.00%

Total 100.00%

 

 

Record Retention:

I will retain all student work submitted for grading for two weeks after the end of the quarter, at which time I put the material through the paper shredder.

 

Payne Protocol:

The instructor reserves the right to modify the syllabus without advance notice.