A Guide to Computer User Support for Help Desk and Support Specialists, 5th Edition

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, 5th Edition. 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.

Table of Contents

Chapter 1 Introduction To Computer User Support
Chapter 2 Customer Service Skills For User Support Agents
Chapter 3 Writing For End Users
Chapter 4 Skills For Troubleshooting Computer Problems
Chapter 5 Common Support Problems
Chapter 6 Help Desk Operation
Chapter 7 User Support Management
Chapter 8 Product Evaluation Strategies And Support Standards
Chapter 9 End-User Needs Assessment Projects
Chapter 10 Installing And Managing End-User Computers
Chapter 11 Training Computer Users
Chapter 12 A User Support Utility Tool Kit