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A Guide to Computer Users Support for Help Desk & Support Specialists 3rd Edition
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.
FEATURES:
* 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.
CONTENTS:
1. Introduction to End-User Computing
2. Introduction to Computer User Support
3. Customer Service Skills for User Support Agents
4. Troubleshooting Computer Problems
5. Common Support Problems
6. Help Desk Operation
7. User Support Management
8. Product Evaluation Strategies and Support Standards
9. User Needs Analysis and Assessment
10. Installing End-User Computer Systems
11. Training Computer Users
12. Writing for End Users
13. Computer Facilities Management
Appendix One: User Support Information Resources
Appendix Two: Answers to Check Your Understanding
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