Fr. 126.00

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

English · Paperback / Softback

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Description

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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 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.--

List of contents

Preface.
Chapter 1: Introduction to Computer User Support.
Chapter 2: Customer Service Skills for User Support Agents.
Chapter 3: Writing for End Users.
Chapter 4: Skills for Troubleshooting Technology Problems.
Chapter 5: Common Support Problems.
Chapter 6: Help Desk Operation.
Chapter 7: User Support Management.
Chapter 8: Product Evaluation Strategies and Support Standard.
Chapter 9: End-User Needs Assessment Projects.
Chapter 10: Installing and Managing End-User Technology.
Chapter 11: Technology Training for Users.
Chapter 12: A User Support Utility Tool Kit.
Appendix A: Answers to Check Your Understanding Questions.
Appendix B: LBE Helpdesk Evaluation Edition.
Appendix C: User Support Presentations and Meetings.

About the author

Fred Beisse teaches Computer Information Technology at Lane Community College in Eugene, Oregon, where he has designed and led courses in user support, information analysis and visualization, project management, and geographical information systems. Beisse builds on more than 30 years of experience in computer management positions, where he has been responsible for end-user support, computer services, computer facilities planning, and operations management.

Summary

Focuses on the informational resources and technical tools needed most to function effectively in a support position. This book helps 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.

Product details

Authors Fred Beisse, Fred (Lane Community College) Beisse, Beisse Fred
Publisher Cengage Learning
 
Languages English
Product format Paperback / Softback
Released 31.12.2019
 
EAN 9781285852683
ISBN 978-1-285-85268-3
Dimensions 190 mm x 38 mm x 236 mm
Weight 1179 g
Subjects Natural sciences, medicine, IT, technology > IT, data processing > IT

COMPUTERS / Logic Design, COMPUTERS / Hardware / Personal Computers / General, Computer architecture & logic design, COMPUTERS / Computer Architecture, Computer architecture and logic design, Personal computers

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