Description
Book SynopsisCurrent 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, 6E. 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.
Table of ContentsPreface. Chapter 1: Introduction to Computer User Support. Chapter 2: Customer Service Skills for User Support Agents. Chapter 3: Writing for End Users. Chapter 4: Skills for Troubleshooting Technology Problems. Chapter 5: Common Support Problems. Chapter 6: Help Desk Operation. Chapter 7: User Support Management. Chapter 8: Product Evaluation Strategies and Support Standard. Chapter 9: End-User Needs Assessment Projects. Chapter 10: Installing and Managing End-User Technology. Chapter 11: Technology Training for Users. Chapter 12: A User Support Utility Tool Kit. Appendix A: Answers to Check Your Understanding Questions. Appendix B: LBE Helpdesk Evaluation Edition. Appendix C: User Support Presentations and Meetings.
