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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.
Table of Contents
|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|
|Table of Contents provided by Blackwell. All Rights Reserved.|