COMP-2042IT Service Desk and Customer Support
IT Service Desk professionals provide support to both internal and external customers, sometimes by troubleshooting problems themselves, but otherwise by knowing who can address the issue. Students will reinforce the troubleshooting and customer experience skills developed in previous courses and use knowledge base articles to manage incidents and to solve problems. They will be able to support identity and access management processes; configure end-point solutions such as laptops, mobile devices, and cloud-based platforms; and contribute to Computer Emergency Response Teams (CERTs). Throughout this course, learners will apply the customer service model and further develop specific communication skills such as positive messaging during stressful events.
