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

Beisse, Fred

ISBN 10: 113318782X / ISBN 13: 9781133187820

Published by Course Technology Cengage Learning (edition 5), 2012

About this Item

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Bibliographic Details

Title: A Guide to Computer User Support for Help ...

Publisher: Course Technology Cengage Learning (edition 5)

Publication Date: 2012

Binding: Paperback

Condition: Fair

Edition: 5.

About this title

Synopsis:

Current or future user-support professionals discover the critical people skills and exceptional technical knowledge to provide outstanding support with Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 5E. This useful guide focuses on the informational resources and technical tools needed most to function effectively in a support position. Readers learn to handle troubleshooting and problem solving, successfully communicate with clients, determine a client's specific needs, train end-users and even handle budgeting and other management priorities. This edition prepares readers to work with the latest developments, from Web and e-mail-based support to Windows 7 and cloud computing. Leading HelpSTAR and Microsoft Office Project Professional 2010 software accompanying the text further reinforce user-support knowledge and skills.

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.