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

Fred Beisse

  • 3.58 out of 5 stars
    45 ratings by Goodreads
 
9781133188605: A Guide to Computer User Support for Help Desk and Support Specialists
ISBN 10: 1133188605 ISBN 13: 9781133188605
Publisher: Cengage Learning, 2012

Synopsis

Barely used book. Effectively brand new.

"synopsis" may belong to another edition of this title.

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.

Review

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.

"About this title" may belong to another edition of this title.

Publisher
Cengage Learning
Publication date
2012
Language
English
ISBN 10 
1133188605
ISBN 13 
9781133188605
Binding
Misc. Supplies
Edition number
5
Rating
  • 3.58 out of 5 stars
    45 ratings by Goodreads

Other Popular Editions of the Same Title

9781133187820: A Guide to Computer User Support for Help Desk and Support Specialists, 5th Edition

Featured Edition

ISBN 10:  113318782X ISBN 13:  9781133187820
Publisher: Course Technology Cengage Learning, 2012
Softcover