Program Overview

Introduction to ITC133 Customer Support Management

ITC133 Customer Support Management is a subject designed to provide an understanding of the customer contact management methodology and technology. It includes a study of communication technology and standards underlying the applications and management methods that support this field. Job roles and functions within the organisation and an understanding of the team work environment will be covered in detail. Students will also be presented with contemporary approaches in preparation of reports for management, understanding employee training and maintaining standards in the customer support area.

Availability

The subject is available in Session 2, with 60 students able to enroll. It is offered on campus at Albury-Wodonga Campus, CSU Study Centre Melbourne, CSU Study Centre Sydney, and Wagga Wagga Campus. The subject is also available online through Wagga Wagga Campus.

Subject Information

Grading System

The grading system for this subject is HD/FL.

Duration

The subject is one session in duration.

School

The subject is offered by the School of Computing and Mathematics.

Assumed Knowledge

Background knowledge at the level of ITC105 is assumed.

Learning Outcomes

Upon successful completion of this subject, students should:

• be able to identify the history of computer support and understand its role
• be able to describe the basic customer relationship skills required in the support environment
• be able to develop, refine and demonstrate the necessary technical writing skills to write concise and accurate customer contact reports
• be able to discuss problems relating to helpdesk operations
• be able to critically assess the main issues related to support standards and suggest solutions to rectify issues in the customer support area

Syllabus

This subject will cover the following topics:

• History of computer user support
• Introduction to customer service communication skills
• Document planning and technical writing
• Troubleshooting
• Common support problem identification methodology
• Introduction to helpdesk operations
• Managing user support and cost-benefit analysis
• Quantifying support standards
• Introduction to training users
• Topical Choice: Customer helpdesk psychology
• Topical Choice: Best practices, crowd support technology
• Topical Choice: Support via the cloud, best practices, mobile support systems