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A Guide to Computer User Support for Help Desk and Support Specialists 5th edition by Fred Beisse ISBN 113318782X 9781133187820

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A Guide to Computer User Support for Help Desk and Support Specialists 5th edition Fred Beisse Digital Instant Download

Author(s): Fred Beisse
ISBN(s): 9781133187820, 113318782X
File Details: PDF, 14.70 MB
Year: 2012
Language: english
SKU: EB-4950584 Category: Tag:

A Guide to Computer User Support for Help Desk and Support Specialists 5th Edition by Fred Beisse – Ebook PDF Instant Download/Delivery: 113318782X, 9781133187820
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Product details:

ISBN 10: 113318782X 
ISBN 13: 9781133187820
Author: Fred Beisse

Current or future user-support professionals discover the critical people skills and exceptional technical knowledge to provide outstanding support with Beisse’s A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 5E. This useful guide focuses on the informational resources and technical tools needed most to function effectively in a support position. Readers learn to handle troubleshooting and problem solving, successfully communicate with clients, determine a client’s specific needs, train end-users and even handle budgeting and other management priorities. This edition prepares readers to work with the latest developments, from Web and e-mail-based support to Windows 7 and cloud computing. Leading HelpSTAR and Microsoft Office Project Professional 2010 software accompanying the text further reinforce user-support knowledge and skills.

A Guide to Computer User Support for Help Desk and Support Specialists 5th Table of contents:

  1. Introduction to Computer User Support

  2. Customer Service Skills for User Support Agents

  3. Writing for End Users

  4. Skills for Troubleshooting Computer Problems

  5. Common Support Problems

  6. Help Desk Operation

  7. User Support Management

  8. Product Evaluation Strategies and Support Standards

  9. End‑User Needs Assessment Projects

  10. Installing and Managing End‑User Computers

  11. Training Computer Users

  12. A User Support Utility Tool Kit

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Tags: Fred Beisse, Computer, Desk