ISBN-10:
1285852680
ISBN-13:
9781285852683
Pub. Date:
09/11/2014
Publisher:
Cengage Learning
A Guide to Computer User Support for Help Desk and Support Specialists / Edition 6

A Guide to Computer User Support for Help Desk and Support Specialists / Edition 6

by Fred Beisse

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Product Details

ISBN-13: 9781285852683
Publisher: Cengage Learning
Publication date: 09/11/2014
Edition description: New Edition
Pages: 704
Sales rank: 367,517
Product dimensions: 7.30(w) x 9.00(h) x 1.10(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

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.

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