Transfers ToCSUDescriptionThis course focuses on current, recognized, best practices in the field of help desk and end-user support targeting the field of Information Technology. Topics include end-user support roles within an organization, strategies in dealing with end-users, technical support documentation, and problem identification/resolution. Course emphasis is placed on using software tools to understand and implement service desk processes such as user support process flow, incident management, needs analysis, troubleshooting, and support documentation. Note: Letter grade or pass/no pass option. Back to Top | Print-Friendly Page (opens a new window) Facebook this Page (opens a new window) Tweet this Page (opens a new window) Add to Backpack (opens a new window) All catalogs © 2026 El Camino College. Powered by Modern Campus Catalog™ .Usually HeldTue 5:35pm–7:00pm 