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Guide to Computer User Support for Help Desk and Support Specialists by Fred Beisse (2012, Trade Paperback)
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About this product
Product Identifiers
PublisherCourse Technology
ISBN-10113318782X
ISBN-139781133187820
eBay Product ID (ePID)6038833486
Product Key Features
Number of Pages674 Pages
Publication NameGuide to Computer User Support for Help Desk and Support Specialists
LanguageEnglish
Publication Year2012
SubjectIndustries / Computers & Information Technology, Programming / General, General, Data Processing, Hardware / Personal Computers / General
TypeTextbook
Subject AreaComputers, Business & Economics
AuthorFred Beisse
FormatTrade Paperback
Dimensions
Item Height1 in
Item Weight35.3 Oz
Item Length8.7 in
Item Width7.2 in
Additional Product Features
Edition Number5
Intended AudienceCollege Audience
LCCN2012-931582
TitleLeadingA
Dewey Edition23
IllustratedYes
Dewey Decimal004.068/8
Table Of Content1. Introduction to Computer User Support.2. Customer Service Skills for User Support Agents.3. Writing for End Users.4. Skills for Troubleshooting Computer Problems.5. Common Support Problems.6. Help Desk Operation.7. User Support Management.8. Product Evaluation Strategies and Support Standards.9. User Needs Assessment Projects.10. Installing and Managing end-User Computers.11. Training Computer Users.12. A User Support Utility Tool Kit.Appendices:A. Answers to Check Your Understanding.B. HelpSTAR Student Edition.C. User Support Presentations and Meetings.
SynopsisCurrent or future user-support professionals discover the critical people skills and exceptional technical knowledge to provide outstanding support with Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 5E. This useful guide focuses on the informational resources and technical tools needed most to function effectively in a support position. Readers learn to handle troubleshooting and problem solving, successfully communicate with clients, determine a client's specific needs, train end-users and even handle budgeting and other management priorities.This edition prepares readers to work with the latest developments, from Web and e-mail-based support to Windows® 7 and cloud computing. Leading HelpSTAR® and Microsoft® Office Project Professional 2010 software accompanying the text further reinforce user-support knowledge and skills., Current or future user-support professionals discover the critical people skills and exceptional technical knowledge to provide outstanding support with Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 5E. This useful guide focuses on the informational resources and technical tools needed most to function effectively in a support position. Readers learn to handle troubleshooting and problem solving, successfully communicate with clients, determine a client's specific needs, train end-users and even handle budgeting and other management priorities.This edition prepares readers to work with the latest developments, from Web and e-mail-based support to Windows 7 and cloud computing. Leading HelpSTAR and Microsoft Office Project Professional 2010 software accompanying the text further reinforce user-support knowledge and skills.
LC Classification NumberQA76.9.T43B45 2013
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