A guide to computer user support for help desk and support specialists.
Beisse, Fred, 1942-
A guide to computer user support for help desk and support specialists. Guide to computer user support for help desk and support specialists Fred Beisse. - 4th ed. - Boston, MA : Course Technology, Cengage Learning, c2010. - xviii, 670 p. : ill. ; 24 cm. + 1 CD-ROM (4 3/4 in.)
CD-ROM title: HelpSTAR help desk software for A guide to computer user support. 5th ed. Includes index.
Introduction to computer user support -- Customer service skills for user support agents -- Writing for end users -- Skills for troubleshooting computer problems. --Common support problems -- Help desk operation. -- User support management -- Product evaluation strategies and support standards -- End-user needs assessment projects -- Installing and managing end-user computers -- Training computer users. -- A user support utility tool kit -- Appendix A.. Answers to check your understanding questions-- Appendix B. HelpSTAR student edition. -- Appendix C. User support presentations and meetings..
978-1133187820 (pbk.) 113318782X (pbk.)
2012931582
Computer technical support.
Information technology--Management.
Customer services--Management.
Computer technical support.
Customer services--Management.
Information technology--Management.
QA 76.9 / .T43B45 2013
004.068/8
A guide to computer user support for help desk and support specialists. Guide to computer user support for help desk and support specialists Fred Beisse. - 4th ed. - Boston, MA : Course Technology, Cengage Learning, c2010. - xviii, 670 p. : ill. ; 24 cm. + 1 CD-ROM (4 3/4 in.)
CD-ROM title: HelpSTAR help desk software for A guide to computer user support. 5th ed. Includes index.
Introduction to computer user support -- Customer service skills for user support agents -- Writing for end users -- Skills for troubleshooting computer problems. --Common support problems -- Help desk operation. -- User support management -- Product evaluation strategies and support standards -- End-user needs assessment projects -- Installing and managing end-user computers -- Training computer users. -- A user support utility tool kit -- Appendix A.. Answers to check your understanding questions-- Appendix B. HelpSTAR student edition. -- Appendix C. User support presentations and meetings..
978-1133187820 (pbk.) 113318782X (pbk.)
2012931582
Computer technical support.
Information technology--Management.
Customer services--Management.
Computer technical support.
Customer services--Management.
Information technology--Management.
QA 76.9 / .T43B45 2013
004.068/8