Higher Education

A Guide to Computer User Support for Help Desk and Support Specialists, 6th Edition

  • Fred Beisse Lane Community College
  • ISBN-10: 1285852680  |  ISBN-13: 9781285852683
  • 688 Pages
  • © 2015 | Published
  • College Bookstore Wholesale Price = $143.00
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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.

Features and Benefits

  • PRACTICAL, STRAIGHTFORWARD APPROACH TO TECHNICAL ISSUES HELPS STUDENTS BUILD CRITICAL SKILLS WITH CONFIDENCE. The book’s technical practicality and straightforward tone help students build and strengthen today’s most critical skills, from decision making and successfully communicating with a client to determining a client's specific needs, writing for the end-user, and handling ethical challenges.
  • COMPELLING ROLE-PLAYING SCENARIOS SPUR DYNAMIC CLASS DISCUSSION. Now you can put your students into actual, challenging customer support situations, as the 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. A wide variety of Case Studies drawn from actual incidences demonstrate how to most effectively apply troubleshooting and problem-solving skills to real business and support situations.
  • PROFESSIONAL SOFTWARE ENABLES HANDS-ON, REAL BUSINESS PRACTICE. This edition incorporates freely downloadable versions of LBE Helpdesk software and Microsoft® Office Project Professional 2010.

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.

What's New

  • A new section on ethical challenges in help desk work provides readers with a realistic view of an important and challenging aspect of employment in information technology.
  • New examples illustrate the growing importance of tablet PCs and mobile technology in user support.
  • Expanded coverage of ITIL guidelines illustrates how best practices are implemented in information technology.
  • A new section on conflict resolution highlights the importance of working effectively on a project team as well as with difficult users.
  • Examples of the kinds of questions asked on certification exams helps readers prepare to meet the expectations of exam providers.
  • A new help desk software tool, LBE Desktop Helpdesk, is featured, including an appendix with hands-on activities using the software.

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: New Perspectives on Microsoft® Access 2013, Introductory + A Guide to SQL, 9th + A Guide to Computer User Support for Help Desk and Support Specialists, 6th + SAM 2013 Assessment, Training, and Projects with MindTap Reader for New Perspectives Microsoft Access 2013 Comprehensive v3.0 Multi-Term Printed Access Card

ISBN-10: 1337147257 | ISBN-13: 9781337147255

List Price = $604.95  | CengageBrain Price = $604.95  | College Bookstore Wholesale Price = $455.00

This Bundle Includes:

  • New Perspectives on Microsoft® Access 2013, Introductory
    List Price = $139.95  | CengageBrain Price = $139.95  | College Bookstore Wholesale Price = $105.50
  • A Guide to SQL
    List Price = $121.95  | CengageBrain Price = $121.95  | College Bookstore Wholesale Price = $91.75
  • A Guide to Computer User Support for Help Desk and Support Specialists
    List Price = $189.95  | CengageBrain Price = $189.95  | College Bookstore Wholesale Price = $143.00
  • SAM 2013 Assessment, Training, and Projects with MindTap Reader for New Perspectives Microsoft Access 2013 Comprehensive v3.0 Multi-Term Printed Access Card
    List Price = $153.00  | College Bookstore Wholesale Price = $114.75


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

Online Instructor's Resource Guide  (ISBN-10: 1285852699 | ISBN-13: 9781285852690)

Everything you need for your course in one place! This collection of book-specific lecture and class tools is available online via www.cengage.com/login. Access and download PowerPoint presentations, images, instructor’s manual, videos, and more.

Cengage Learning Testing, powered by Cognero Instant Access  (ISBN-10: 130510823X | ISBN-13: 9781305108233)

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.