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

Fred Beisse

  • © 2013
  • Published
  • Previous Editions 2010, 2004, 2001
  • 674 Pages

Overview

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.

Meet the Author

What's New

  • NEW COVERAGE ADDRESSES AREAS OF EMERGING IMPORTANCE, INCLUDING CLOUD COMPUTING AND THE UTILITY SOFTWARE TOOLKIT. Your students will leave your course prepared to handle the latest developments in software and hardware support as they explore cloud computing, the utility software toolkit, and other recent advances in the field.
  • UPDATES THROUGHOUT THIS EDITION REFLECT THE LATEST IN SUPPORT INDUSTRY TRENDS. New coverage demonstrates how to maximize today's methods for computer user support, including use of Web and e-mail-based support.
  • NEW CASE PROJECTS DEMONSTRATES HOW SPECIFIC CHAPTER CONCEPTS WORK TOGETHER TO PROVIDE OVERALL EFFECTIVE SUPPORT. New Case Projects provides hands-on opportunities for students to see how the concepts and skills presented in each chapter impact computer user productivity and success throughout an organization.
  • INCREASED COVERAGE OF BUDGETING AND OTHER HELP DESK MANAGEMENT CONCEPTS BETTER PREPARE STUDENTS FOR TODAY'S BUSINESS CHALLENGES. In addition to traditional user-support topics, this edition increases an emphasis on budgeting and other high-level management concepts to prepare students to move into leadership positions with confidence.
  • NEW COVERAGE PREPARES STUDENTS TO SUPPORT WINDOWS® 7. Your students perfect the skills necessary to support Windows® 7 while still reviewing the key information necessary to provide solid support for Windows® XP and Windows ®Vista.

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