IT 284 CART peer educator/it2

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IT 284 Entire Course

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Login to your student Web site at
https://axiaecampus.phoenix.edu. IT 284 Week 1 Check
Point 1 The Customer Service Model
IT 284 Week 1 CheckPoint 2 Computer Support Dependenc
ies
IT 284 Week 1 Assignment Defining Computer Support

IT 284 Week 1 Assignment: Defining Computer

Support (UOP)
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, using at least 3 references, and Write, in APA format, a

700-word paper in response to the following:
You are a support technician manager building a hel
p desk team. Your primary operation is to service custo
mers with both hardware and software issues from a va
riety of PC platforms. Explain the position of a help desk
worker to your

IT 284 Week 1 CheckPoint

1: The Customer Service Model (UOP)
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Write a 200- to 300-word response to the following: As a c

ustomer support technician, there are many tools that f
acilitate prominent communication between the emplo
yee and the consumer. Include the components of the c
ustomer

IT 284 Week 1 CheckPoint

2: Computer Support Dependencies (UOP)
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Write a 200- to 300-word response to the following: Com

puter support plays a vital role in an organizations oper
ations. Include how computer support interrelates with
various departments such as HR, finance, marketing, an
d operations

IT 284 Week 2 CheckPoint

: Communication Techniques (UOP)
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Write a 200- to 300-word response to the following: Build

ing rapport with your customer is an inevitable compon
ent of computer support. Include the different techniqu
es used to acquire and uphold the trust of your custom
er. How might the different communication

IT 284 Week 2 DQs (UOP)

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What are some trends that computer support has witnes

sed over the past 10 years? How does the cost benefit o
f operating a help desk affect the utility of service suppo
rt? What computer support trends have you witnessed i
n your work experience?

IT 284 Week 3 Assignment: How to Communic

ate (UOP)
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Consider the following scenario:
Note that communication is a key component to profes
sional customer service. Bill, a project manager from a f
inancial firm, calls the computer support hotline and ex
presses his frustrations with the software he has just pu
rchased from your company. He is a new customer and
has little experience with how to use the software.
Research, using at least 3 references

IT 284 Week 3 CheckPoint

: Using an ARS (UOP)
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Write a 200- to 300-word response to the following: The

usage of an automated response system (ARS) enables
problem identification by directing the customer to the
appropriate support services. Identify the advantages a
nd disadvantages of using such a system

IT 284 Week 4 CheckPoint

: Defining the Customer (UOP)
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Write a 200- to 300-word response defining the various e

xternal customers found within computer support. How
are these customers different from one another? How a
re the expectations of computer support different amon
g various external customers?

IT 284 Week 4 DQs (UOP)

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Organizations may not always know the needs or expectati

ons of their consumers. What are considerations an org
anization must acknowledge when assessing these and
how do they relate to each other? Provide an example o
fa

IT 284 Week 5 Assignment: The Needs of Cus

tomer and Customer Support Technicians (UO
P)
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Research, using at least 3 references, and Write, in APA fo
rmat, a 700-word paper responding to the following: Cu
stomers and customer support employees are similar y
et different in many ways. Assess the requirements of e
ach and how they fulfill each others needs

IT 284 Week 5 CheckPoint

: Operational Differences (UOP)
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Write a 200- to 300-word response identifying how the tas

ks of an internal and frontline computer support techni
cian differ. How do these differences affect

IT 284 Week 6 CheckPoint

: Using Technology With Voice (UOP)
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Write a 200- to 300-word response to the following: Local
computer support provides an over-the-phone experien
ce for the customer in need of problem resolution. Incl
ude the disadvantages of not seeing the customer

IT 284 Week 6 DQs (UOP)

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Computer applications help minimize the communication

barriers experienced over the phone throughout the su
pport process. How do they maximize the support tech
nicians efficiency? Explain a current or past work experi
ence where

IT 284 Week 7 CheckPoint

: Phone Etiquette (UOP)
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Write a 200- to 300-word response to the following: Eff
ective telephone communication is an expected attribut
e within any computer support organization. Discuss be
st practices used in pregreeting, greeting, conversation,
and closing that facilitate a successful call. In addition, i
dentify the proper uses of phone

IT 284 Week 7 Collaborative Assignment: On a

nd Offsite Support Strategies (UOP)
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Read each of the two troubleshooting scenarios:
Scenario 1: Steve recently purchased a new computer fr
om the local electronics outlet. Now, 3 months after

IT 284 Week 8 CheckPoint

: Dissecting the Problem (UOP)
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Write a 200- to 300-word essay in response to the follo
wing: Conflict resolution strategies help minimize the ti
me required for problem solving computer support issu
es. Do the following:
o Define problem solving within a computer support en
vironment.

IT 284 Week 8 DQs (UOP)

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Serving Internal and External Customers offers proble
m resolution and recovery strategies used to diffuse dis
gruntled customers. What are these strategies and why
are they dependent on the type of consumer in need of
support? How are these tools affected when the suppor
t is solely over the phone? How must the computer

IT 284 Week 9 Capstone CheckPoint

Establishing Seamless Support
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Enterprise computer support has experienced on-going
development to better serve various consumer bases.
Write a 200- to 300-word response encompassing strate
gies that would help minimize miscommunication

IT 284 Week 9 Final Project Handling Difficult

Customers (
powerpoint & paper only)
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Resource: Appendix A
Construct a checklist of at least seven reasons why cust
omers become difficult when communicating their tech
nical problems. From your list, choose three of these co
mmon complaint behaviors and address how you

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