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A Guide to Computer User Support for Help Desk and Support Specialists, 5th Edition, by Fred Beisse
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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.
- Sales Rank: #81250 in Books
- Brand: Brand: Course Technology Cengage Learning
- Published on: 2012-03-26
- Original language: English
- Number of items: 1
- Dimensions: 1.20" h x 7.10" w x 8.80" l, 2.20 pounds
- Binding: Paperback
- 688 pages
- Used Book in Good Condition
Review
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. User Needs Assessment Projects. 10. Installing and Managing end-User Computers. 11. Training Computer Users. 12. A User Support Utility Tool Kit. Appendices: A. Answers to Check Your Understanding. B. HelpSTAR Student Edition. C. User Support Presentations and Meetings.
About the Author
Fred Beisse teaches Computer Information Technology at Lane Community College in Eugene, Oregon, where he has designed and led courses in user support, information analysis and visualization, project management, and geographical information systems. Beisse builds on more than 30 years of experience in computer management positions, where he has been responsible for end-user support, computer services, computer facilities planning, and operations management.
Most helpful customer reviews
2 of 2 people found the following review helpful.
Great book to rent!
By Plan B
Quick shipping in a excellent case. The book got shipped fast and in great shape. It's a good book to read and study for school or just to learn about fixing computers.
2 of 2 people found the following review helpful.
Incomplete order.
By Sean
The book did not include the software HelpSTAR. I needed this software in order to complete a final project in school.
1 of 1 people found the following review helpful.
Help Desk
By Joann Waldron
I would not recommend this book, it is outdated, it is still refering to Windows 95. Dont waste your time or money on this book. I would have wanted this book to be more up to date, This will not help the Help Desk professional of today. I only gave it one star because other wise I would not be able to write this review, I would have preferred to give it no stars.
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