Equip current and future user-support professionals with the critical people skills and exceptional technical abilities necessary to provide outstanding support with Fred Beisse’s A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 6E. This useful guide focuses on the information resources and technical tools students need most to function effectively in a support position.
Students develop the skills to handle troubleshooting and problem solving, successfully communicate with clients, determine a client's specific technology needs, train end-users, and handle budgeting and other management priorities. Clear, balanced coverage in this fully revised new edition highlights the latest trends and developments, from Web and email-based support to new features in Microsoft Windows, cloud computing, and ethical challenges. Engaging special features such as Tips, role-playing scenarios, and On the Web Pointers provide important insights, while Discussion Questions and Case Projects encourage active participation in the learning process.
Table of Contents
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.