000			02186cam a22004217a 4500
001			17132386
003			OSt
005			20151029155450.0
008			120124s2010 maua 001 0 eng d
010			_a 2012931582
020			_a978-1133187820 (pbk.)
020			_a113318782X (pbk.)
035			_a(OCoLC)ocn798353307
040			_aLC _cPUL
042			_alccopycat
050	0	0	_aQA 76.9 _b.T43B45 2013
082	0	0	_a004.068/8 _223
100	1		_aBeisse, Fred, _d1942-
245	1	2	_aA guide to computer user support for help desk and support specialists. _cFred Beisse.
246	3		_aGuide to computer user support for help desk and support specialists
250			_a4th ed.
260			_aBoston, MA : _bCourse Technology, Cengage Learning, _cc2010.
300			_axviii, 670 p. : _bill. ; _c24 cm. + _e1 CD-ROM (4 3/4 in.)
500			_aCD-ROM title: HelpSTAR help desk software for A guide to computer user support. 5th ed.
500			_aIncludes index.
505	8		_aIntroduction 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..
650		0	_aComputer technical support.
650		0	_aInformation technology _xManagement.
650		0	_aCustomer services _xManagement.
650		7	_aComputer technical support. _2fast
650		7	_aCustomer services _xManagement. _2fast
650		7	_aInformation technology _xManagement. _2fast
740	0	2	_aHelpSTAR help desk software for A guide to computer user support.
906			_a7 _bcbc _ccopycat _d2 _encip _f20 _gy-gencatlg
942			_2lcc _cBK
999			_c30148 _d30148