TY  - BOOK
AU  - Beisse,Fred
TI  - A guide to computer user support for help desk and support specialists
SN  - 978-1133187820 (pbk.)
AV  - QA 76.9 .T43B45 2013
U1  - 004.068/8 23
PY  - 2010///
CY  - Boston, MA
PB  - Course Technology, Cengage Learning
KW  - Computer technical support
KW  - Information technology
KW  - Management
KW  - Customer services
KW  - fast
N1  - 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
ER  -