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From the Publisher
"Beisse honestly expresses the job needs for the average customer support person."
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.