eTextbook 978-1285852683 A Guide to Computer User Support for Help Desk and Support Specialists – Digital Instant Dowload.

Product details:

• ISBN-10 ‏ : ‎ 1285852680
• ISBN-13 ‏ : ‎ 978-1285852683
• Author: Fred Beisse

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.

Table of contents:

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.

Title Tag:

Mastering Help Desk & Support Specialist Skills – Your Ultimate Computer User Support Guide
Essential Computer User Support Guide for Help Desk Professionals
Navigate Help Desk Challenges: The Comprehensive Computer User Support Manual for Specialists