A Guide to Computer User Support for Help Desk and Support Specialists 6th Edition by Fred Beisse – Ebook PDF Instant Download/Delivery:1285852680, 978-1285852683
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Product details:
ISBN 10: 1285852680
ISBN 13: 978-1285852683
Author: Fred Beisse
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:
Chapter 1: Introduction to Computer User Support
Historical Changes in Computer Use
Classifying End Users
Resources End Users Need
End-User Application Software
Problems Users Experience
Addressing the Need for User Support Workers
How Organizations Provide a User Support Function
User Support Services
Position Descriptions for User Support Staff
Alternative Career Paths for User Support Workers
Chapter Summary
Key Terms
Check Your Understanding
Discussion Questions
Hands-On Activities
Case Projects
Chapter 2: Customer Service Skills for User Support Agents
Communication and Customer Service Skills
Develop an Effective Personal Communication Style
Develop an Incident Management Strategy
Special Strategies for Voice Communication
Special Strategies for Web-Based Communication
Strategies for Working with Difficult Clients and Incidents
Strategies for Resolving Conflicts
Customer Service and Personality Types
Comprehensive Client Services
Chapter Summary
Key Terms
Check Your Understanding
Discussion Questions
Hands-On Activities
Case Projects
Chapter 3: Writing for End Users
Types of User Documents
How Technical Writing Differs from Other Writing
Document Planning
The Technical Writing Process
Technical Writing Strategies
Common Technical Writing Problems
Technical Writing Tools
Document Evaluation Criteria
Chapter Summary
Key Terms
Check Your Understanding
Discussion Questions
Hands-On Activities
Case Projects
Chapter 4: Skills for Troubleshooting Computer Problems
What Is Troubleshooting?
Tools Troubleshooters Use
Developing Your Own Approach to Problem Solving
Chapter Summary
Key Terms
Check Your Understanding
Discussion Questions
Hands-On Activities
Case Projects
Chapter 5: Common Support Problems
Common End-User Problems
Problem-Solving Processes Applied to Typical End-User Problems
Chapter Summary
Key Terms
Check Your Understanding
Discussion Questions
Hands-On Activities
Case Projects
Chapter 6: Help Desk Operation
What Is a Help Desk?
Incident Management Workflow
Best Practices for Help Desk Operations
Physical Layout of Help Desk Work Areas
Job Stress in Help Desk Work
Help Desk Technology and Tools
Trends in Help Desk Operation
Chapter Summary
Key Terms
Check Your Understanding
Discussion Questions
Hands-On Activities
Case Projects
Chapter 7: User Support Management
Managerial Concerns: Mission, Budgets, Staffing, Training, and Performance
User Support Certification
Employment Trends in the Support Industry
User Support as a Profession
Ethical Issues in User Support
Chapter Summary
Key Terms
Check Your Understanding
Discussion Questions
Hands-On Activities
Case Projects
Chapter 8: Product Evaluation Strategies and Support Standards
How Product Standards Emerged
Methods for Evaluating and Selecting Technology Products
Product Support Standards
Chapter Summary
Key Terms
Check Your Understanding
Discussion Questions
Hands-On Activities
Case Projects
Chapter 9: End-User Needs Assessment Projects
Overview of User Needs Analysis and Assessment
User Needs Analysis Steps and Tasks
Needs Analysis and Assessment Tools
Managing a User Support Project
Chapter Summary
Key Terms
Check Your Understanding
Discussion Questions
Hands-On Activities
Case Projects
Chapter 9 Appendix: Guidelines to Download and Install a Trial Version of Microsoft Project Professional 2013
Chapter 10: Installing and Managing End-User Technology
Installation Overview
Preinstallation Site Preparation
Site Management Documents
Hardware Installation Tools
Common Hardware Installation Steps
Typical Operating System and Network Installation Steps
Typical Steps to Install Application Software
Typical Installation Wrap-Up Tasks
Ongoing Site Management Responsibilities
Other Site Management Activities
Chapter Summary
Key Terms
Check Your Understanding
Discussion Questions
Hands-On Activities
Case Projects
Chapter 11: Technology Training for Users
What Is Training?
The Training Process
Step 1: Plan the Training
Step 2: Prepare for the Training
Step 3: Present the Training
Step 4: Progress Toward Higher-Quality User Training
Chapter Summary
Key Terms
Check Your Understanding
Discussion Questions
Hands-On Activities
Case Projects
Chapter 12: A User Support Utility Tool Kit
Introduction to Utility Software and Information Resources
Categories of Utility Software Tools
Chapter Summary
Key Terms
Check Your Understanding
Discussion Questions
Hands-On Activities
Case Projects
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Tags:
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