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Guide to Computer User Support for Help Desk and Support Specialists

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ISBN-10: 0619215100

ISBN-13: 9780619215101

Edition: 3rd 2004 (Revised)

Authors: Fred Beisse

List price: $207.95
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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 e-mail-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…    
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Book details

List price: $207.95
Edition: 3rd
Copyright year: 2004
Publisher: Course Technology
Publication date: 6/3/2004
Binding: Paperback
Pages: 576
Size: 7.25" wide x 9.00" long x 1.25" tall
Weight: 2.2
Language: English

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.

Introduction to End-User Computing
Introduction to Computer User Support
Customer Service Skills for User Support Agents
Troubleshooting Computer Problems
Common Support Problems
Help Desk Operation
User Support Management
Product Evaluation Strategies and Support Standards
User Needs Analysis and Assessment
Installing End-User Computer Systems
Training Computer Users
Writing for End Users
Computer Facilities Management
User Support Information Resources
Answers to Check Your Understanding