Guide to Computer User Support

by Beisse, Fred

ISBN13:

9780760070017

ISBN10:

0760070016

Format:

Paperback

Pub. Date:

9/1/1998

Publisher(s):

Course Technology

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Summary

This guide provides an overview of the knowledge, skills and abilities necessary for employment in the user support industry. Developed with the input of industry advisors, the book emphasizes problem-solving and communications skills in addition to technical knowledge. Using creative Hands-On exercises and Case Projects, readers apply their knowledge and develop their ideas and skills, both individually and in teams, to help prepare them for the team-oriented work environment of the 90s.

Preface
Introduction to End User Computing	p. 1
Introduction to Computer User Support	p. 25
Product Evaluation Strategies and Standards	p. 49
User Needs Analysis and Assessment	p. 79
Installing End User Computer Systems	p. 115
Training Computer Users	p. 147
Documentation for End Users	p. 173
Computer Facilities Management	p. 203
Help Desk Operation	p. 233
Customer Service Skills for User Support	p. 259
Troubleshooting Computer Problems	p. 275
Common Support Problems	p. 303
Information Resources for User Support	p. 327
Index	p. 353
Table of Contents provided by Blackwell. All Rights Reserved.