A guide to computer user support
This guide provides an overview of the knowledge, skills and abilities necessary for employment in the user support industry. Developed with the input of industry advisors, the book emphasizes problem-solving and communications skills in addition to technical knowledge. Using creative Hands-On exercises and Case Projects, readers apply their knowledge and develop their ideas and skills, both individually and in teams, to help prepare them for the team-oriented work environment of the 90s.
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Introduction to End User Computing
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applications software call management caller CD-ROM chapter checklist common computer facilities computer products computer system computer users configuration cost criteria database defragmentation Describe develop documentation e-mail employees end user computing ergonomic evaluation example Explain facilities management Figure files floppy disk goal hard drive hardware and software hardware or software help desk staff important information resources installation Internet keyboard mainframe computer manuals Microsoft modem monitor MS-DOS needs assessment online help operating system organization perform personal computer printer problem-solving procedures purchase questions server software package software products solution solve specific spreadsheet staff member standards steps strategy tasks technical support technical writing topics training session troubleshooting understand upgrade user needs user support center user support specialist user support staff user's vendor Windows 3.1 Windows 95 word processor WordPerfect