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A guide to computer user support for help desk & support specialists / Fred Beisse.

By: Material type: TextTextPublication details: Boston, MA : Course Technology, Cengage Learning, 2004.Edition: 3rd edDescription: xxii, 554 p. : ill. ; 24 cm. +ISBN:
  • 9780619216689(pbk.)
  • 0619216689(pbk.)
Other title:
  • Guide to computer user support for help desk and support specialists
Subject(s): LOC classification:
  • QA 76.9 .T43B45 2004
Contents:
Introduction to computer user support -- Customer service skills for user support agents -- Writing for end users -- Skills for troubleshooting computer problems. --Common support problems -- Help desk operation. -- User support management -- Product evaluation strategies and support standards -- End-user needs assessment projects -- Installing and managing end-user computers -- Training computer users. -- A user support utility tool kit -- Appendix A.. Answers to check your understanding questions-- Appendix B. HelpSTAR student edition. -- Appendix C. User support presentations and meetings..
Item type: Book
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Holdings
Current library Collection Call number Copy number Status Barcode
Bishop Okullu Memorial Library (Limuru Campus) General Circulation Non-fiction QA 76.9 .T43B45 2004 (Browse shelf(Opens below)) 1 Available 051184
Total holds: 0

CD-ROM title: HelpSTAR help desk software for A guide to computer user support. 5th ed.

Includes index.

Introduction to computer user support -- Customer service skills for user support agents -- Writing for end users -- Skills for troubleshooting computer problems. --Common support problems -- Help desk operation. -- User support management -- Product evaluation strategies and support standards -- End-user needs assessment projects -- Installing and managing end-user computers -- Training computer users. -- A user support utility tool kit -- Appendix A.. Answers to check your understanding questions-- Appendix B. HelpSTAR student edition. -- Appendix C. User support presentations and meetings..

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