Guide to Computer User Support

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  • Format: Paperback
  • Copyright: 9/1/1998
  • Publisher: Course Technology Ptr
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  • The Used and Rental copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.


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 Computingp. 1
Introduction to Computer User Supportp. 25
Product Evaluation Strategies and Standardsp. 49
User Needs Analysis and Assessmentp. 79
Installing End User Computer Systemsp. 115
Training Computer Usersp. 147
Documentation for End Usersp. 173
Computer Facilities Managementp. 203
Help Desk Operationp. 233
Customer Service Skills for User Supportp. 259
Troubleshooting Computer Problemsp. 275
Common Support Problemsp. 303
Information Resources for User Supportp. 327
Indexp. 353
Table of Contents provided by Blackwell. All Rights Reserved.

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