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A guide to computer user support for help desk & support specialists

Author: Fred Beisse
Publisher: Boston, MA : Cengage Learning, [2015]
Edition/Format:   Print book : English : Sixth edition
Summary:

Focuses on the informational resources and technical tools needed most to function effectively in a support position. This book helps readers learn to handle troubleshooting and problem solving,  Read more...

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Details

Document Type: Book
All Authors / Contributors: Fred Beisse
ISBN: 9781285852683 1285852680
OCLC Number: 892698549
Notes: Includes index.
Description: xx, 684 pages : illustrations ; 24 cm
Contents: 1. 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. TUser Support Management --
8. Product Evaluation Strategies and Support Standards --
9. End-User Needs Assessment Projects --
10. Installing and Managing End-User Technology --
11. Technology Training for Users --
12. A User Support Utility Tool Kit.
Other Titles: Computer user support for help desk and support specialists
Responsibility: Fred Beisse.

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