Synopsis
A standard for help desk professionals and those considering becoming support professionals, this text focuses on key information for user support professionals, including decision making, communicating successfully with a client, determining the client's specific needs, and writing for the end user. This text has been updated to reflect the latest in support industry trends, especially the use of Web and email-based support. For those considering entering the field, alternate career paths for user-support workers are described. This edition has retained and updated the CloseUp feature, which details real-life scenarios of working professionals and issues in the workplace. With balanced coverage of both people skills and technical skills, this book is an excellent resource for those in the technical-support field.
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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.
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A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition
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A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition
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A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition
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A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition
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Cengage Learning, Mason, OH, 2004
ISBN 10: 0619215100
ISBN 13: 9780619215101
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Softcover. Condition: As New. 3rd Edition. As New. May have minor shelf wear. Comes with sealed CD. Pages are crisp, Great buy! 554 pages. Quantity Available: 1. Shipped Weight: Under 1 kilo. Category: Computers & Internet; Education. ISBN: 0619215100. ISBN/EAN: 9780619215101. Pictures of this item not already displayed here available upon request. Inventory No: 1561011584. Seller Inventory # 1561011584