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