A Guide to Computer User Support for Help Desk and Support Specialists / Edition 4

by Fred Beisse

Overview

Developed with the input of industry advisors, this book emphasizes problem-solving and communications skills in addition to technical coverage.

Product Details

ISBN-13:	9780495806493
Publisher:	Cengage Learning
Publication date:	09/16/2009
Series:	Help Desk Series
Edition description:	Older Edition
Pages:	592
Product dimensions:	7.40(w) x 9.20(h) x 1.40(d)

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.

Table of Contents

1: Introduction to End User Computing
2: Introduction to Computer User Support
3: Product Evaluation Strategies and Standards
4: User Needs Analysis and Assessment
5: Installing End User Computer Systems
6: Training Computer Users
7: Documentation for End Users
8: Computer Facilities Management
9: Help Desk Operation
10: Customer Service Skills for User Support
11: Troubleshooting Computer Problems
12: Common Support Problems
13: Information Resources for User Support

Editorial Reviews

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

From the Publisher