About this product

Product Identifiers

PublisherCengage Learning

ISBN-101285852680

ISBN-139781285852683

eBay Product ID (ePID)202799143

Product Key Features

Number of Pages688 Pages

Publication NameGuide to Computer User Support for Help Desk and Support Specialists

LanguageEnglish

SubjectIndustries / Computers & Information Technology, Programming / General, General, Data Processing

Publication Year2014

FeaturesRevised

TypeTextbook

AuthorFred Beisse

Subject AreaComputers, Business & Economics

FormatTrade Paperback

Dimensions

Item Height9.3 in

Item Weight41.6 Oz

Item Length1.5 in

Item Width7.5 in

Additional Product Features

Edition Number6

Intended AudienceCollege Audience

LCCN2014-937484

TitleLeadingA

Dewey Edition23

IllustratedYes

Dewey Decimal004.068/8

Edition DescriptionRevised edition

Table Of ContentPreface.Chapter 1: Introduction to Computer User Support. Chapter 2: Customer Service Skills for User Support Agents. Chapter 3: Writing for End Users.Chapter 4: Skills for Troubleshooting Technology Problems.Chapter 5: Common Support Problems.Chapter 6: Help Desk Operation. Chapter 7: User Support Management. Chapter 8: Product Evaluation Strategies and Support Standard. Chapter 9: End-User Needs Assessment Projects.Chapter 10: Installing and Managing End-User Technology.Chapter 11: Technology Training for Users.Chapter 12: A User Support Utility Tool Kit. Appendix A: Answers to Check Your Understanding Questions.Appendix B: LBE Helpdesk Evaluation Edition.Appendix 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, 6E. 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, 6E. 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, 6E. 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.E53