A Beisse, Fred 1942- creator text mau Boston, MA Course Technology, Cengage Learning c2010 2010 4th ed. monographic eng

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xviii, 670 p. : ill. ; 24 cm. + 1 CD-ROM (4 3/4 in.) 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.. Fred Beisse. CD-ROM title: HelpSTAR help desk software for A guide to computer user support. 5th ed. Includes index. Computer technical support Information technology Management Customer services Management Computer technical support Customer services Management Information technology Management QA 76.9 .T43B45 2013 004.068/8 978-1133187820 (pbk.) 113318782X (pbk.) 2012931582 LC 120124 20151029155450.0 17132386