A Guide to computer user support for help desk and support specialists
Edition: 4th ed.
Publisher: Course Technology
Published: 2010
Place of publication: Boston, MA
Language: eng
Number of pages: 674
ISBN-13: 9780495806493; 9781439042052
Subjects: Computer technical support; Management; Maintenance and repair; Microcomputers; End-user computing; Information technology
Notes: CD-ROM's contain HelpSTAR student edition help desk software and Microsoft Office Project Professional 2007 project management software.

Includes bibliographical references and index.
Table of contents: title: Introduction to computer user support; title: Customer service skills for user support agents; title: Skills for troubleshooting computer problems; title: Common support problems; title: Help desk operations; title: User support management; title: - Product evaluation strategies and support standards; title: End-user needs assessment projects; title: Installing and managing end-user computers; title: Training computer users; title: Writing for end users; title: A user support utility tool kit; title: Answers to Check your understanding questions; title: HelpSTAR 2008 student edition; title: User support presentations and meetings.