A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition
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.