A Guide to Computer User Support for Help Desk and Support Specialists
By Fred Beisse
About your course materials
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.
Frequently asked questions
How do I enroll in or join my course?
How do I redeem an access code, or what if my code isn't working?
Why can't I access my course?
Where can I find my eBook or textbook?
What if I don't have access to my course materials yet?
About this product
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.
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
Chapters
Chapter 1: Introduction to Computer User SupportPreview this chapter
Resources
Instructor resources for this title can include manuals, test banks, educator guides, multimedia and companion sites. Sign in to see what is available.
Pricing and formats
Give students more with Cengage Unlimited
Choose the Cengage content and Learning Platform that fit your course while giving students access to Cengage Learning Platforms and our entire eBook library with one subscription.
4-12 month student access
eBook
Give students digital access to textbook content with tools to highlight, bookmark and search as they read.
Paperback
Related products
A Guide to Customer Service Skills for the Service Desk Professional
Still need support?
