It 284 - Course Syllabus

Course Syllabus

College of Information Systems & Technology

IT/284 Version 3

Enterprise Computer Support

Copyright © 2012, 2009 by University of Phoenix. All rights reserved.

Course Description

This course is an introduction to the roles, responsibilities, and skills required to become a professional computer support PC Technician and provide exceptional computer support service. This includes the fundamentals of customer service, effective questioning, verbal and nonverbal communication, onsite support, telephone support, remote e-commerce support, and dealing with difficult customers. This course includes remote access to hands-on, real-world customer support issues and scenarios.

Policies

Faculty and students/learners will be held responsible for understanding and adhering to all policies contained within the following two documents:

* University policies: You must be logged into the student website to view this document.

* Instructor policies: This document is posted in the Course Materials forum.

University policies are subject to change. Be sure to read the policies at the beginning of each class. Policies may be slightly different depending on the modality in which you attend class. If you have recently changed modalities, read the policies governing your current class modality.

Course Materials

Beisse, F. (2010). A guide to computer user support for help desk and support specialists (4th ed.). Boston, MA: Cengage Learning.

Timm, P. R. (2011). Customer service: Career success through customer loyalty (5th ed.). Upper Saddle River, NJ: Prentice Hall.

All electronic materials are available on the student website.

General Notes for all Written Assignments

Remember it is important to meet the minimum and maximum "word count" requirements for all written assignments. A few words over the maximum word count, is acceptable, however, the same is not true for the minimum word count, therefore, meet the minimum word count but be concise, and direct in order to meet the maximum word count.

For assignments that do not specify a maximum word count, you should use your own judgment to determine the number of words necessary to cover all necessary key points in a substantive way. To assist you in determining the key points for each assignment; I have provided, here in the Syllabus, the Grading-Sheet I will use for each assignment. In addition, I will include in my weekly "Class Notes" (posted in the Materials thread), and weekly "Assignment Reminder" (posted in the Main thread) additional grading standards and assignment tips.

Oftentimes, in technical writing, being concise, direct, and avoiding technical jargon will help you communicate the message in a more effective and efficient way. Therefore, oftentimes, in technical writing, "less could be better" however, you still need to ensure that you cover all key requirements. In addition, writing short paragraphs that highlight one central idea/topic sentence will make it easier for the reader to understand and to follow your points/issues. Writing long paragraphs that cover multiple topics is not grammatically correct and makes it hard for the reader to follow your points and ideas.

Also, the use of references and citations is strongly encouraged to support and contrast your issues, statements, and assertions presented in your paper (especially for the Papers due on Sundays). If you use material from the textbook or any other independent source, they should be properly listed in your paper following APA format standards. If you use your own experiences then you should say "it is based on your experience" or establish yourself as an expert in the area.

Remember these are technical analysis papers and technical discussions, if you make a direct statement or present a "fact" why should I, the reader, believe your statement to be true. Support your statements with references and citations from reliable sources. However, if presenting your opinion, then say is your opinion and describe what the basis for your opinion are.

If and when in doubt feel free to contact me prior to the assignment due date.

The table below, shows the University of Phoenix "Writing Guidelines" for Associate Level Courses, also found in the "Center for Writing Excellence" of eCampus. These standards will be used for grading.

Associate Level: Course numbers between 100-299 (e.g., COM/140)

Style Area Expectations Tutorials & Guides

Tables and Graphs No preferred formatting requirements. Check with your instructor for preferences. Microsoft® Tips and Tools

Formatting Tables and Figures

Headings No preferred formatting requirements. Check with your instructor for preferences. Sample Paper

Riverpoint Writer

Intellectual Property

(citations and references) Intellectual property is recognized with in-text citations and a reference page, with little emphasis on correct formatting. Grammar Guide section on Plagiarism

Reference and Citation Examples

Citation Generator

Format * Paper is double-spaced

* 12-point font size

* 1" margins (top, bottom, right, left)

* Times New Roman, Arial, or Courier font Microsoft® Word Formatting Tutorial

Riverpoint Writer

Title Page Title page includes paper title, student name, course, due date, and faculty name. Title Page Template

Sample Paper

Riverpoint Writer

Week One: Customer Support Principles

Details Due Points