TY  - BOOK
AU  - Beisse,Fred
TI  - A guide to computer user support for help desk & support specialists
SN  - 9781285852683
U1  - 004.068 22
PY  - 2015///
CY  - Boston
PB  - Cengage Learning
KW  - End-user computing
KW  - Management
KW  - Computer technical support
KW  - Information technology
KW  - Customer services
KW  - Computer service industry
KW  - fast
KW  - Computernetwerken
KW  - gtt
N1  - Includes appendix, index; 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
N2  - 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.--
ER  -