A Guide to Computer User Support for Help Desk and Support Specialists

Beisse, Fred

ISBN 10: 1133188605 ISBN 13: 9781133188605

Verlag: South-Western College Publishing, 2012

Über diesen Titel

Críticas:

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. User Needs Assessment Projects. 10. Installing and Managing end-User Computers. 11. Training Computer Users. 12. A User Support Utility Tool Kit. Appendices: A. Answers to Check Your Understanding. B. HelpSTAR Student Edition. C. User Support Presentations and Meetings.

Reseña del editor:

Current or future user-support professionals discover the critical people skills and exceptional technical knowledge to provide outstanding support with Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 5E, International Edition. 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(R) 7 and cloud computing. Leading HelpSTAR(R) and Microsoft(R) Office Project Professional 2010 software accompanying the text further reinforce user-support knowledge and skills.

Über diese Auflage

• Verlag: South-Western College Publishing
• Erscheinungsdatum: 2012
• ISBN 10: 1133188605
• ISBN 13: 9781133188605
• Einband: Varios suministros
• Anzahl der Seiten: 674