CNET 119: Customer Service for IT Professionals

Advisory: Math 101, English 110 or ESL 25, CIS 50A, CNET 111, CNET 51A, or equivalent.

An overview of the knowledge, skills, and abilities necessary for employment in the user support industry. Course includes lectures, discussions, case studies, practical exams, and team projects. Topics covered include professional conduct in a customer service environment, problem-solving, communication skills, effective presentations, customer management, and technical considerations. Standard business computer applications such as MS Office will be used in the composition of business letters, memos, e-mails, forms and business presentations. Common customer, asset, and service management software will be explored.

Winter 2005: Foothill College

Expected Outcomes

The student will be able to:

  • Identify the skills that are necessary for success in customer service in the technology industry.
  • Identify and troubleshoot computer problems.
  • Identify and resolve customer service issues.
  • Analyze and solve business communication problems.
  • Analyze and assess user needs.
  • Present technical information to a non-technical audience.
  • Use computer-based tools and applications such as Internet browsers, email systems, word processing programs, spreadsheets, and presentation software to effectively communicate in a user support environment.
  • Identify, develop, and maintain appropriate customer service records.

Course Content

  • Introduction to End User Computing
  • Introduction to Computer User Support
  • Customer Service Skills for User Support
  • Troubleshooting Computer Problems (Review)
  • Common Support Problems
  • Help Desk Operation
  • User Support Management
  • Production Evaluation Strategies and Standards
  • User Needs Analysis and Assessment
  • Installing End User Computer Systems
  • Training Computer Users
  • Writing for End User
  • Presentations for Non-technical Audience
  • Computer Facilities and Assets Management


Beisse, Fred (2001) A Guide to Computer User Support for Help Desk & Support Specialists, Second Edition. Course Technology. ISBN 0-619-03363-0

For additional information, contact: Brian Bartel at

Visit the Foothill College Web site to enroll in this class.

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