NORTH CENTRAL TEXAS COLLEGE
COURSE SYLLABUS
COURSE AND INSTRUCTOR INFORMATION
Course title: TECHNICAL CUSTOMER SERVICE
Course prefix, number, and section number: EECT1300
Semester/Year of course: Spring 2024 (2nd 8 weeks)
Semester start and end dates: 18 Mar - 11 May 2024
Modality (Face to face/Synchronous or Asynchronous online/Hybrid): Asynchronous online
Class meeting location, days, and times: Online
Lab meeting location, days, and times: None. Only assignments
Semester credit hours: 3
Course description: The main purpose of this course is to provide students with a comprehensive understanding of the IT environment and the
knowledge, skills, and abilities necessary to work in the user support industry. Students will learn problem-solving and
communication skills that are valuable when providing user support. Through hands-on exercises and case projects students
will learn how to apply their knowledge and develop their ideas and skills. They will also learn how to work individually and
in teams, which will prepare them for a team-oriented work environment.
Course prerequisites: None listed.
Required course materials:
1) Textbook: Beisse, A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition,
Course Technology, ISBN- 978-1-285-85268-3.
(2) Access to the internet and a personal computer with MS Office 2016 or higher. This class will be delivered fully
online
ADDITIONAL INFORMATION
Name of instructor: Zebedee King
Office location: Room 201, Flower Mound Campus
Telephone number: 214-598-3519
E-mail address: zking@nctc.edu
Office hours for students: Tuesday-Thursday 12:00 PM-4:00 PM (online); Always accessible via email.
SYLLABUS CHANGE DISCLAIMER
The faculty member reserves the right to make changes to this published syllabus if it is in the best interest of the educational development of this class. Any such changes will be announced as soon as possible in person and/or writing.
SUMMARY OF COURSE ASSIGNMENTS
List of graded assignments: Reading assignments, demonstrations, videos, cloud-based labs, quizzes and a final exam
Final grade scale: 100
Late work policy: Each week an assignment is late will result in 10 points being taken off the submitted work. If an assignment is 5 weeks late, no credit will be given for that assignment.
SEE CANVAS FOR THE COMPLETE COURSE CALENDAR, OUTLINE, DETAILED DESCRIPTION OF GRADED WORK, AND OTHER RELATED MATERIAL.
COURSE POLICIES
Academic Integrity Policy:
Attendance Policy: Attendance is based on participation in the class, so you are expected to actively participate in the assignments and the graded discussion forums on a weekly basis. I also expect you to check your email every day on M-F for any additional content. Exams are not allowed to be turned in late (exam integrity). Discussion questions are only allowed opened during the week in which they are due.
Withdrawal Policy
A student may withdraw from a course on or after the official date of record. It is the student’s responsibility to initiate and complete a Withdrawal Request Form.
Last day to withdraw from the course with a “W” is: April 22nd 2024
Student Learning Outcomes: At the conclusion of the course a student will be able to:
- Identify Internal/External Customer Relationships
- Demonstrate Teamwork/Collaboration/Importance in Industry
- Apply/Display Problem Solving Skills in a Real-World Situation
- Update Customers on Work Progress to Maintain Customer Satisfaction and Public Relations
- Address Customer Questions and Complaints in a Professional and Thorough Manner
- Communicate Technical Information in a Clear, Precise, and Logical Manner
- Identify Ethical Decision Making/Importance in Industry
- Resume Writing and Interviewing Techniques
Core Objectives:
- Introduction to Computer User Support
- Customer Service Skills for User Support Agents
- Writing for End Users
- Skills for Troubleshooting Computer Problems
- Common Support Problems
- Help Desk Operation
- User Support Management
- Product Evaluation Strategies and Support Standards
- End-User Needs Assessment
- Installing and Managing End-User Computers
- Technology Training for Users Goals of Training Activities
COLLEGE POLICIES
STUDENT HANDBOOK
Students are expected to follow all rules and regulations found in the Student Handbook.
ADA STATEMENT
NCTC will adhere to all applicable federal, state and local laws, regulations and guidelines with respect to providing reasonable accommodations to afford equal educational opportunity. It is the student’s responsibility to contact the Office for Students with Disabilities to arrange appropriate accommodations. See the OSD Syllabus Addendum.
STUDENT SERVICES
NCTC provides a multitude of services and resources to support students. See the Student Services Syllabus Addendum for a listing of those departments and links to their sites.
QUESTIONS, CONCERNS, or COMPLAINTS
The student should contact the instructor to deal with any questions, concerns, or complaints specific to the class. If the student and faculty are not able to resolve the issue, the student may contact the chair or coordinator of the division. If the student remains unsatisfied, the student may proceed to contact the instructional dean.
Name of Chair/Coordinator: Bekah Sanchez
Office location: 1400 North Corinth St., Suite 102, Room 173, Corinth, TX 76208
Telephone number: 940-498-6480
E-mail address: rsanchez@nctc.edu
Name of Instructional Dean: Debbie Huffman
Office location: 1525 W. California St. Gainesville, TX 76240
Telephone number: (940) 668-3357
E-mail address: dhuffman@nctc.edu
Student Services Addendum Fall 2022-2023
Office of Students with Disabilities Addendum Fall 2022-2023
Library Services
Coaching Caring for All-Inservice JAN 2023.pdf - 2.14 MB [download]
Student Services Syllabus Addendum 2022-2023-1.pdf - 444 KB [download]
STUDENTS-TimelyCare All Services JUNE 2022.pdf - 686 KB [download]
Orientation Slide_NCTC.pptx - 535 KB [download]