A Guide to Computer User Support for Help Desk and Support Specialists, 6th 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, 6E. 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

Ch 1: Introduction to Computer User Support
Ch 2: Customer Service Skills for User Support Agents
Ch 3: Writing for End Users
Ch 4: Skills for Troubleshooting Computer Problems
Ch 5: Common Support Problems
Ch 6: Help Desk Operation
Ch 7: User Support Management
Ch 8: Product Evaluation Strategies and Support Standards
Ch 9: End-User Needs Assessment Projects
Ch 10: Installing and Managing End-User Technology
Ch 11: Technology Training for Users
Ch 12: A User Support Utility Tool Kit
Appendix A: Answers to Check Your Understanding Questions
Appendix B: Hands-On with LBE Desktop Helpdesk
Appendix C: User Support Presentations and Meetings