000 | 03084cam a22004577i 4500 | ||
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001 | 18101507 | ||
003 | OSt | ||
005 | 20211110074736.0 | ||
008 | 140403s2015 maua 001 0 eng d | ||
020 |
_a9781285852683 _q(pbk.) |
||
020 |
_a1285852680 _q(pbk.) |
||
035 | _a(OCoLC)ocn892698549 | ||
040 |
_aBSU _beng _cBSU _erda _dBSU |
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042 | _alccopycat | ||
082 | 0 | 4 |
_a004.068 _222 |
100 | 1 |
_aBeisse, Fred, _d1942- _eauthor. _922626 |
|
245 | 1 | 2 |
_aA guide to computer user support for help desk & support specialists / _cFred Beisse (Lane Community College). |
246 | 1 | 4 | _aComputer user support for help desk and support specialists |
250 | _aSixth edition. | ||
260 |
_aBoston: _bCengage Learning; _cc 2015 |
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300 |
_axx, 684 p : _bcol ill.; _c24 cm |
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500 | _aIncludes appendix, index. | ||
505 | 0 | 0 |
_g1. _tIntroduction to Computer User Support -- _g2. _tCustomer Service Skills for User Support Agents -- _g3. _tWriting for End Users -- _g4. _tSkills for Troubleshooting Computer Problems -- _g5. _tCommon Support Problems -- _g6. _tHelp Desk Operation -- _g7. _tUser Support Management -- _g8. _tProduct Evaluation Strategies and Support Standards -- _g9. _tEnd-User Needs Assessment Projects -- _g10. _tInstalling and Managing End-User Technology -- _g11. _tTechnology Training for Users -- _g12. _tA User Support Utility Tool Kit. |
520 | _aCurrent 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.-- | ||
650 | 0 |
_aEnd-user computing _xManagement. _922627 |
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650 | 0 |
_aComputer technical support. _922628 |
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650 | 0 |
_aInformation technology _xManagement. _922629 |
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650 | 0 |
_aCustomer services _xManagement. _922630 |
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650 | 0 |
_aComputer service industry. _922631 |
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650 | 7 |
_aComputer service industry. _2fast _922631 |
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650 | 7 |
_aComputer technical support. _2fast _922628 |
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650 | 7 |
_aCustomer services _xManagement. _2fast _922630 |
|
650 | 7 |
_aEnd-user computing _xManagement. _2fast _922627 |
|
650 | 7 |
_aInformation technology _xManagement. _2fast _922629 |
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650 | 1 | 7 |
_aComputernetwerken. _2gtt _922632 |
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