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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 editionView all editions and formats
Database:WorldCat
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: Preface. 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.
Other Titles: Computer user support for help desk and support specialists
Responsibility: Fred Beisse.
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