National CAE Designated Institution
  • Classroom
  • Online, Instructor-Led
Course Description

This course focuses on key information and skills to prepare the student to assist non-technical people with computer-related problems in the workplace. Topics include troubleshooting and problem solving computer systems, determining a client’s specific needs, and successful communication with clients.

Learning Objectives

  • A. demonstrate effective customer service skills;
  • B. describe help desk operations; and
  • C. manipulate relevant help-desk software.

Framework Connections

The materials within this course focus on the NICE Framework Task, Knowledge, and Skill statements identified within the indicated NICE Framework component(s):

Specialty Areas

  • Customer Service and Technical Support