IT 284 Entire Course
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IT 284 Week 1 CheckPoint 1 The Customer Service Model
IT 284 Week 1 CheckPoint 2 Computer Support Dependencies
IT 284 Week 1 Assignment Defining Computer Support
IT 284 Week 2 CheckPoint Communication Techniques
IT 284 Week 2 DQs
IT 284 Week 3 Assignment How to Communicate
IT 284 Week 3 CheckPoint Using an ARS
IT 284 Week 4 CheckPoint Defining the Customer
IT 284 Week 4 DQs
IT 284 Week 5 CheckPoint Operational Differences
IT 284 Week 5 Assignment The Needs of Customer and Customer Support Technicians
IT 284 Week 6 CheckPoint Using Technology With Voice
IT 284 Week 6 DQs
IT 284 Week 7 Collaborative Assignment On and Offsite Support Strategies
IT 284 Week 7 CheckPoint Phone Etiquette
IT 284 Week 8 CheckPoint Dissecting the Problem
IT 284 Week 8 DQs
IT 284 Week 9 Capstone CheckPoint Establishing Seamless Support
IT 284 Week 9 Final Project Handling Difficult Customers (powerpoint only)
IT 284 Week 9 Final Project Handling Difficult Customers (paper only)
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IT 284 Week 1 Assignment: Defining Computer Support (UOP)
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Research, using at least 3 references, and Write, in APA format, a 700-word paper in response to the following:
You are a support technician manager building a help desk team. Your primary operation is to service customers with both hardware and software issues from a variety of PC platforms. Explain the position of a help desk worker to your newly-hired employees. Your paper must include the following:
The different levels of customer service
The role of a support technician
Methods and tools required to support consumers
Distinction between internal versus external users and their requirements
Current trends within computer support
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IT 284 Week 1 CheckPoint 1: The...