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A guide to computer user support for help desk & support specialists / Fred Beisse. Executive editor: Marie Lee.

بواسطة:نوع المادة : نصنصالناشر:Boston, MA : Course Technology, Cengage Learning, [2012]تاريخ حقوق النشر: ©2012الطبعات:5th ed. International edوصف:xxii, 674 pages : illustrations ; 23 cm + 2 CD-ROMs (4 3/4 in.)نوع المحتوى:
  • text
نوع الوسائط:
  • unmediated
نوع الناقل:
  • volume
تدمك:
  • 1133188605
  • 9781133187820
  • 113318782X
  • 9781133188605
عنوان آخر:
  • Guide to computer user support for help desk and support specialists [عنوان الغلاف]
الموضوع:تصنيف مكتبة الكونجرس:
  • QA76.9.T43 B45 2013
المحتويات:
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.
ملخص:This useful guide focuses on the informational resources and technical tools students need most to function effectively in a support position. Readers develop the skills to handle troubleshooting and problem solving, successfully communicate with clients, determine a client's specific needs, and train end-users, as well as handle budgeting and other management priorities. Clear, balanced coverage in this edition highlights the latest trends and developments, from Web and e-mail-based support to assistance with Windows® 7 and cloud computing.
المقتنيات
نوع المادة المكتبة الحالية رقم الطلب رقم النسخة حالة تاريخ الإستحقاق الباركود
كتاب كتاب UAE Federation Library | مكتبة اتحاد الإمارات General Collection | المجموعات العامة QA76.9.T43 B45 2013 (إستعراض الرف(يفتح أدناه)) C.1 Library Use Only | داخل المكتبة فقط 30010000270405

CD-ROM titles: HelpSTAR help desk software for A guide to computer user support ; Microsoft Office Project trial software.

Includes index.

Issued in paperback 2013 (ie 2012).

Includes bibliographical references and index.

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.

This useful guide focuses on the informational resources and technical tools students need most to function effectively in a support position. Readers develop the skills to handle troubleshooting and problem solving, successfully communicate with clients, determine a client's specific needs, and train end-users, as well as handle budgeting and other management priorities. Clear, balanced coverage in this edition highlights the latest trends and developments, from Web and e-mail-based support to assistance with Windows® 7 and cloud computing.

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