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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. 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.

Language: English
ISBN-10: 113318782X
ISBN-13: 978-1133187820
ISBN-13: 9781133187820

Author: Fred Beisse

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Table of Content:

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

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