A Guide To Computer User Support For Help Desk And Support Specialists by Fred BeisseA Guide To Computer User Support For Help Desk And Support Specialists by Fred Beisse

A Guide To Computer User Support For Help Desk And Support Specialists

byFred Beisse

Paperback | September 23, 2014

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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.
Title:A Guide To Computer User Support For Help Desk And Support SpecialistsFormat:PaperbackDimensions:688 pages, 9 × 7.3 × 1.1 inPublished:September 23, 2014Publisher:Course TechnologyLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:1285852680

ISBN - 13:9781285852683

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Table of 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.