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This is the 2nd edition with a publication date of 3/16/2001.
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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.|