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Beisse, Fred, 1942-

A guide to computer user support for help desk & support specialists / Guide to computer user support for help desk and support specialists Fred Beisse. - 5th ed. - Boston, MA : Course Technology, Cengage Learning, 2009 - xviii, 353 p. : ill. ; 24 cm.

. 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..

ISBN: 9780760070017

LCCN: 2012931582

Subjects--Topical Terms:
Computer technical support.
Information technology--Management.
Customer services--Management.
Computer technical support.
Customer services--Management.
Information technology--Management.

LC Class. No.: QA76.9.T43 / B45 1999

Dewey Class. No.: 004.068/8