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A guide to computer user support for help desk & support specialists / Fred Beisse (Lane Community College).

By: Beisse, Fred, 1942- [author.]Material type: Text

TextPublication details: Boston: Cengage Learning; c 2015Edition: Sixth editionDescription: xx, 684 p : col ill.; 24 cmISBN: 9781285852683; 1285852680Other title: Computer user support for help desk and support specialists [Cover title]Subject(s): End-user computing -- Management | Computer technical support | Information technology -- Management | Customer services -- Management | Computer service industry | Computer service industry | Computer technical support | Customer services -- Management | End-user computing -- Management | Information technology -- Management | ComputernetwerkenDDC classification: 004.068

Contents:

1. Introduction to Computer User Support -- 2. Customer Service Skills for User Support Agents -- 3. Writing for End Users -- 4. Skills for Troubleshooting Computer Problems -- 5. Common Support Problems -- 6. Help Desk Operation -- 7. User Support Management -- 8. Product Evaluation Strategies and Support Standards -- 9. End-User Needs Assessment Projects -- 10. Installing and Managing End-User Technology -- 11. Technology Training for Users -- 12. A User Support Utility Tool Kit.

Summary: Current or future user-support professionals discover the critical people skills and exceptional technical knowledge to provide outstanding support with Beisse's Guide to Computer User Support for Help Desk and Support Specialists, 6e. This useful guide focuses on the informational resources and technical tools needed most to function effectively in a support position. Readers learn to handle troubleshooting and problem solving, successfully communicate with clients, determine a client's specific needs, train end-users and even handle budgeting and other management priorities. This edition prepares readers to work with the latest developments, from Web and e-mail-based support to Windows 7 and cloud computing. Leading HelpSTAR and Microsoft Office Project Professional 2010 software accompanying the text further reinforce user-support knowledge and skills.--

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Holdings
Item type	Current library	Call number	Copy number	Status	Date due	Barcode
Books	Main Library Main Library	004.068 BEI (Browse shelf (Opens below))	1	Not For Loan		33759

Includes appendix, index.

Current or future user-support professionals discover the critical people skills and exceptional technical knowledge to provide outstanding support with Beisse's Guide to Computer User Support for Help Desk and Support Specialists, 6e. This useful guide focuses on the informational resources and technical tools needed most to function effectively in a support position. Readers learn to handle troubleshooting and problem solving, successfully communicate with clients, determine a client's specific needs, train end-users and even handle budgeting and other management priorities. This edition prepares readers to work with the latest developments, from Web and e-mail-based support to Windows 7 and cloud computing. Leading HelpSTAR and Microsoft Office Project Professional 2010 software accompanying the text further reinforce user-support knowledge and skills.--

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