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

  • Fred Beisse Lane Community College
  • ISBN-10: 113318782X  |  ISBN-13: 9781133187820
  • 674 Pages
  • Previous Editions: 2010, 2004, 2001
  • © 2013 | Published
  • List Price = $ 186.95
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  • Newer Edition Available



Current 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, 5E. 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.

Features and Benefits

  • PRACTICAL, STRAIGHTFORWARD APPROACH TO TECHNICAL ISSUES HELPS STUDENTS BUILD CRITICAL SKILLS WITH CONFIDENCE. The author's technical practicality and straightforward tone helps students strengthen today's most critical skills, including decision making, successfully communicating with a client, determining a client's specific needs, and writing for the end-user.
  • COMPELLING ROLE-PLAYING SCENARIOS SPUR DYNAMIC CLASS DISCUSSION. Now you can put your students into actual, challenging customer support situations as this book's role-playing scenarios illustrate both strong and weak examples of customer service situations.
  • NUMEROUS CASE STUDIES ILLUSTRATE TROUBLESHOOTING AND PROBLEM SOLVING SKILLS AT WORK IN REAL SITUATIONS. Abundant Case Studies drawn from actual incidences demonstrate how to most effectively apply troubleshooting and problem solving skills that students are learning to real business and support situations.
  • PROFESSIONAL SOFTWARE ENABLES HANDS-ON, REAL BUSINESS PRACTICE. This edition includes an academic version of the leading HelpSTAR® Help Desk software for help desk, workflow and business process management. All new books also include a trial version of Microsoft® Office Project Professional 2010, giving students practice using this powerful tool to efficiently manage all steps in the development of products and programs, as well as team collaboration.

Table of Contents

1. Introduction to Computer User Support.
2. Customer Service Skills for User Support Agents.
3. Writing for End Users.
4. Skills for Troubleshooting Computer Problems.
5. Common Support Problems.
6. Help Desk Operation.
7. User Support Management.
8. Product Evaluation Strategies and Support Standards.
9. User Needs Assessment Projects.
10. Installing and Managing end-User Computers.
11. Training Computer Users.
12. A User Support Utility Tool Kit.
A. Answers to Check Your Understanding.
B. HelpSTAR Student Edition.
C. User Support Presentations and Meetings.

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.

Learning Resource Bundles

Choose the textbook packaged with the resources that best meet your course and student needs. Contact your Learning Consultant for more information.

Bundle: Text + Microsoft Project 2010 60 Day Trial CD-ROM

ISBN-10: 1285487559 | ISBN-13: 9781285487557

List Price = $177.95  | CengageBrain Price = $177.95


All supplements have been updated in coordination with the main title. Select the main title's "About" tab, then select "What's New" for updates specific to title's edition.

For more information about these supplements, or to obtain them, contact your Learning Consultant.

Instructor Supplements

Instructor's Resource CD-ROM  (ISBN-10: 1133187838 | ISBN-13: 9781133187837)

Discover everything you need to make the most of your course with this all-in-one resource corresponding to the latest edition of the text. The Instructor's Manual and Sample Syllabus offer tips to help you plan and organize an effective, engaging course. PowerPoint® Presentations outline key concepts to guide your classroom presentation. ExamView® test banks let you quickly and easily create pen and paper or online tests to gauge student comprehension chapter-by-chapter.

Meet the Author

Author Bio

Fred Beisse

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.