000 03084cam a22004577i 4500
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
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
300 _axx, 684 p :
_bcol ill.;
_c24 cm
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
650 0 _aComputer technical support.
_922628
650 0 _aInformation technology
_xManagement.
_922629
650 0 _aCustomer services
_xManagement.
_922630
650 0 _aComputer service industry.
_922631
650 7 _aComputer service industry.
_2fast
_922631
650 7 _aComputer technical support.
_2fast
_922628
650 7 _aCustomer services
_xManagement.
_2fast
_922630
650 7 _aEnd-user computing
_xManagement.
_2fast
_922627
650 7 _aInformation technology
_xManagement.
_2fast
_922629
650 1 7 _aComputernetwerken.
_2gtt
_922632
906 _a7
_bcbc
_ccopycat
_d2
_encip
_f20
_gy-gencatlg
942 _2ddc
_cBK
_k004.068
_mBEI
_n004.068 BEI
999 _c11988
_d11988