A Guide to Computer User Support for Help Desk & Support Specialists, Second Edition

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  • Format: Paperback
  • Copyright: 3/16/2001
  • Publisher: Cengage Learning
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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 title provides an overview of the knowledge, skills, and abilities necessary for employment in the user support industry. Developed with the input of industry advisors, this titles emphasizes problem-solving and communication skills in addition to technical coverage. Using creative Hands-On exercises and Case Projects, users apply their knowledge and develop their ideas and skills, both individually and in teams, to help prepare them for today's team-oriented work environment.

Table of Contents

Introduction to End User Computing
Introduction to Computer User Support
Customer Service Skills for User Support
Troubleshooting Computer Problems
Common Support Problems
Help Desk Operation
User Support Management
Product Evaluation Strategies and Standards
User Needs Analysis and Assessment
Installing End User Computer Systems
Training Computer Users
Writing for End Users
Computer Facilities Management
Table of Contents provided by Publisher. All Rights Reserved.

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