02186cam a22004217a 4500 17132386 OSt 20151029155450.0 120124s2010 maua 001 0 eng d 2012931582 978-1133187820 (pbk.) 113318782X (pbk.) (OCoLC)ocn798353307 LC PUL lccopycat QA 76.9 .T43B45 2013 004.068/8 23 Beisse, Fred, 1942- A guide to computer user support for help desk and support specialists. Fred Beisse. Guide to computer user support for help desk and support specialists 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.. Computer technical support. Information technology Management. Customer services Management. Computer technical support. fast Customer services Management. fast Information technology Management. fast HelpSTAR help desk software for A guide to computer user support. 7 cbc copycat 2 ncip 20 y-gencatlg lcc BK 30148 30148 0 0 lcc 0 0 NFIC PUEA PUEA GEN 2015-10-21 BOOK FOR AFRICA 4500.00 2015-11263 0 QA 76.9 .T43B45 2013 2015-3256 2015-10-21 00:00:00 2015-10-21 BK 0 0 lcc 0 0 NFIC PUEA PUEA GEN 2015-10-21 BOOK FOR AFRICA 2015-11265 0 QA 76.9 .T43B45 2013 2015-3258 2015-10-21 00:00:00 2015-10-21 BK 0 0 lcc 0 0 NFIC PUEA PUEA GEN 2015-10-21 BOOK FOR AFRICA 3000.00 2015-11266 0 QA 76.9 .T43B45 2013 2015-3259 2015-10-21 00:00:00 2015-10-21 BK 0 0 lcc 0 0 NFIC PUEA PUEA GEN 2015-10-21 BOOK FOR AFRICA 2015-11270 0 QA 76.9 .T43B45 2013 2015-3263 2015-10-21 00:00:00 2015-10-21 BK 0 0 lcc 0 0 NFIC PUEA PUEA GEN 2015-10-21 4000.00 2015-11074 0 QA 76.9 .T43B45 2013 2015-3267 2015-10-21 00:00:00 2015-10-21 BK