A Guide to computer user support for help desk and support specialists.

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Title:

A Guide to computer user support for help desk and support specialists.

Author:

Beisse, Fred, 1942-

ISBN:

9780495806493

9781439042052

Personal Author:

Beisse, Fred, 1942-

Edition:

4th ed.

Publication Information:

Physical Description:

xxii, 674 pages : illustrations ; 24 cm + 2 CD-ROM's (4 3/4 in.)

General Note:

CD-ROM's contain HelpSTAR student edition help desk software and Microsoft Office Project Professional 2007 project management software.

Contents:

Introduction to computer user support -- Customer service skills for user support agents -- Skills for troubleshooting computer problems -- Common support problems -- Help desk operations -- User support management --- Product evaluation strategies and support standards -- End-user needs assessment projects -- Installing and managing end-user computers -- Training computer users -- Writing for end users -- A user support utility tool kit -- Answers to Check your understanding questions -- HelpSTAR 2008 student edition -- User support presentations and meetings.

Subject Term:

End-user computing -- Management.

Information technology -- Management.

Microcomputers -- Maintenance and repair.

Copies:

Available:*

Library	Material Type	Item Barcode	Shelf Number	Copy	Status
Searching... 1:IIEMSA	1:GEN-BOOK	33168025753001	004.068 B423G 2010	1	Searching... Unknown

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Summary

A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, FOURTH EDITION focuses on key information and skills for user support professionals, including troubleshooting and problem solving, successful communication with clients, determining a client's specific needs, and training end users. For those considering entering the field, alternate career paths for user-support workers are described. This text continues many of the successful features of previous editions, including Tips, On The Web pointers, Check Your Understanding self-tests, discussion questions, hands-on activities, and case projects. With balanced coverage of both people skills and technical skills, this book is an excellent resource for those in or preparing for the technical-support field.