TY  - BOOK
AU  - Beisse,Fred
TI  - A guide to computer user support for help desk & support specialists
SN  - 9780760070017
AV  - QA76.9.T43 B45 1999
U1  - 004.068/8 23
PY  - 2009///
CY  - Boston, MA
PB  - Course Technology, Cengage Learning
KW  - Computer technical support
KW  - Information technology
KW  - Management
KW  - Customer services
KW  - fast
N1  - 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
ER  -