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9780495806493

A Guide to Computer User Support for Help Desk and Support Specialists

by
  • ISBN13:

    9780495806493

  • ISBN10:

    0495806498

  • Edition: 4th
  • Format: Paperback
  • Copyright: 2009-09-16
  • Publisher: Cengage Learning
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List Price: $193.95

Summary

A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, FOURTH EDITION focuses on key information and skills for user support professionals, including troubleshooting and problem solving, successful communication with clients, determining a client's specific needs, and training end users. For those considering entering the field, alternate career paths for user-support workers are described. This text continues many of the successful features of previous editions, including Tips, On The Web pointers, Check Your Understanding self-tests, discussion questions, hands-on activities, and case projects. With balanced coverage of both people skills and technical skills, this book is an excellent resource for those in or preparing for the technical-support field.

Table of Contents

Introduction to CU.S.
Customer Service Skills.
Trouble shooting.
Support Problems.
Help Desk Operations.
Support Management.
Product Evaluation.
Needs Assessment.
Installation Systems.
Training.
Writing.
Support Tools and Resources
Answers to Check Your Understanding
HelpSTAR tutorial
Presentations and Meetings
Table of Contents provided by Publisher. All Rights Reserved.

Supplemental Materials

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