A guide to computer user support for help desk and support specialists. Fred Beisse.
Material type:
TextPublication details: Boston, MA : Course Technology, Cengage Learning, c2010.Edition: 4th edDescription: xviii, 670 p. : ill. ; 24 cm. + 1 CD-ROM (4 3/4 in.)ISBN: - 978-1133187820 (pbk.)
- 113318782X (pbk.)
- Guide to computer user support for help desk and support specialists
- 004.068/8 23
- QA 76.9 .T43B45 2013
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| QA 76.9 .S53 2011 Database Management System: | QA 76.9 .S88K45 2001 Systems analysis and design. | QA 76.9 .S88K45 2014 Systems analysis and design. | QA 76.9 .T43B45 2013 A guide to computer user support for help desk and support specialists. | QA 76.9 .T43B45 2013 A guide to computer user support for help desk and support specialists. | QA 76.9 .T43B45 2013 A guide to computer user support for help desk and support specialists. | QA 76.9 .T43B45 2013 A guide to computer user support for help desk and support specialists. |
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..
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