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

Author: Fred Beisse
Publisher: Boston, MA : Course Technology, ©2010.
Edition/Format:   Print book : English : 4th edView all editions and formats
Summary:

A book from Cengage Learning on "A Guide to Computer User Support for Help Desk and Support Specialists, International Edition".

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Document Type: Book
All Authors / Contributors: Fred Beisse
ISBN: 9780495806493 0495806498 9781439042052 1439042055
OCLC Number: 460066176
Notes: CD-ROM's contain HelpSTAR student edition help desk software and Microsoft Office Project Professional 2007 project management software.
Description: xxii, 674 pages : illustrations ; 24 cm + 2 CD-ROM's (4 3/4 in.)
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.

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"Beisse honestly expresses the job needs for the average customer support person."

 
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