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

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Cengage Learning, Mar 26, 2012 - Computers - 674 pages
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Equip current and future user-support professionals with the critical people skills and exceptional technical knowledge necessary 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 students need most to function effectively in a support position. Readers develop the skills to handle troubleshooting and problem solving, successfully communicate with clients, determine a client's specific needs, and train end-users, as well as handle budgeting and other management priorities. Clear, balanced coverage in this edition highlights the latest trends and developments, from Web and e-mail-based support to assistance with Windows 7 and cloud computing. Engaging special features, such as Tips and On the Web Pointers, provide important insights, while new Discussion Questions and Case Projects encourage active participation in the learning process. Leading professional software HelpSTAR and Microsoft Office Project Professional 2010 accompany Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 5E to reinforce the knowledge and skills your students need for success in today's user-support positions.
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Contents

Preface
Introduction to Computer User Support
Customer Service Skills for User Support Agents
Writing for End Users
Skills for Troubleshooting Computer Problems
Common Support Problems
Help Desk Operation
User Support Management
EndUser Needs Assessment Projects
Installing and Managing EndUser Computers
Training Computer Users
A User Support Utility Tool Kit
Answers to Check Your Understanding Questions
HelpSTAR Student Edition
User Support Presentations and Meetings
Index

Product Evaluation Strategies and Support Standards

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About the author (2012)

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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