A guide to Computer User Support for Helpdesk & Support Specialities

Fred Beisse - Collection Course Technology

554 pages, parution le 15/07/2004 (3^eme édition)

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Résumé

A standard for help desk professionals and those considering becoming support professionals, this text focuses on key information for user support professionals, including decision making, communicating successfully with a client, determining the client's specific needs, and writing for the end user. This text has been updated to reflect the latest in support industry trends, especially the use of Web and e-mail-based support. For those considering entering the field, alternate career paths for user-support workers are described. This edition has retained and updated the CloseUp feature, which details real-life scenarios of working professionals and issues in the workplace. With balanced coverage of both people skills and technical skills, this book is an excellent resource for those in the technical-support field.

Benefits

Emphasizes real-world scenarios by describing the experiences of user support professionals at real companies.
Contains a new on-going case project that illustrates how a company is impacted by the materials in each chapter.
Reflects the latest technologies and trends, as well as the prevalence of the Internet in the support industry.
Expands coverage of the role of personality types and work styles to understand end-user behavior.
Contains Microsoft Office Project Professional 2003 software.
Stresses troubleshooting throughout the book.
Includes pointers to information resources frequently used by support professionals.
Provides extensive and updated end-of-chapter exercises and case studies.

L'auteur - Fred Beisse

Fred Beisse, Lane Community College

Sommaire

Introduction to End-User Computing
Introduction to Computer User Support
Customer Service Skills for User Support Agents
Troubleshooting Computer Problems
Common Support Problems
Help Desk Operation
User Support Management
Product Evaluation Strategies and Support Standards
User Needs Analysis and Assessment
Installing End-User Computer Systems
Training Computer Users
Writing for End Users
Computer Facilities Management

Appendix One: User Support Information Resources
Appendix Two: Answers to Check Your Understanding

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Caractéristiques techniques

	PAPIER
Éditeur(s)	Thomson
Auteur(s)	Fred Beisse
Collection	Course Technology
Parution	15/07/2004
Édition	3^eme édition
Nb. de pages	554
Format	19 x 23
Couverture	Broché
Poids	990g
Intérieur	Noir et Blanc
EAN13	9780619215101
ISBN13	978-0-619-21510-1