A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT By Fred Beisse

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Características del artículo

Estado
Como nuevo: Libro en perfecto estado y poco leído. La tapa no tiene desperfectos y si procede, con ...
ISBN-10
1285852680
Book Title
A Guide to Computer User Support for Help Desk and Support
Genre
COMPUTERS
ISBN
9781285852683
Categoría

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Product Identifiers

Publisher
Cengage Learning
ISBN-10
1285852680
ISBN-13
9781285852683
eBay Product ID (ePID)
202799143

Product Key Features

Number of Pages
688 Pages
Language
English
Publication Name
Guide to Computer User Support for Help Desk and Support Specialists
Publication Year
2014
Subject
Industries / Computers & Information Technology, Programming / General, General, Data Processing
Features
Revised
Type
Textbook
Subject Area
Computers, Business & Economics
Author
Fred Beisse
Format
Trade Paperback

Dimensions

Item Height
9.3 in
Item Weight
41.6 Oz
Item Length
1.5 in
Item Width
7.5 in

Additional Product Features

Edition Number
6
Intended Audience
College Audience
LCCN
2014-937484
Dewey Edition
23
TitleLeading
A
Illustrated
Yes
Dewey Decimal
004.068/8
Table Of Content
Preface.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.
Edition Description
Revised edition
Synopsis
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, 6E. 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., 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, 6E. 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., 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, 6E. 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.
LC Classification Number
QA76.9.E53

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