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00000cam a2200000 7i4500 |
| 001 |
0000067426 |
| 005 |
20101021093000.0 |
| 008 |
100719s2010 mau eng |
| 020 |
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|a 0495806498 (pbk.)
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| 020 |
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|a 9780495806493 (pbk.)
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| 090 |
0 |
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|a HD9696.C62
|b B44 2004
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| 100 |
1 |
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|a Beisse, Fred ,
|e author
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| 245 |
1 |
2 |
|a A guide to computer user support for help desk and support specialists
|c Fred Beisse
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| 250 |
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|a 4th ed
|
| 260 |
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|a Boston, MA :
|b Course Technology ,
|c c2010
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| 300 |
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|a xxii, 674 p. :
|b ill. ;
|c 24 cm.
|e 2 CD-ROM's (4 3/4 in.)
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| 504 |
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|a Includes bibliographical references and index
|
| 505 |
0 |
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|a 1. Introduction to computer user support -- 2. Customer service skills for user support agents -- 3. Skills for troubleshooting computer problems -- 4. Common support problems -- 5. Help desk operation -- 6. User support management -- 7. Product evaluation strategies and support standards -- 8. End-user needs assessment projects -- 9. Installing and managing end-user computers -- 10. Training computer users -- 11. Writing for end users -- 12. A user support utility tool kit
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| 650 |
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0 |
|a End-user computing
|x Management
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| 650 |
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0 |
|a Information technology
|x Management
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| 650 |
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0 |
|a Microcomputers
|x Maintenance and repair
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| 999 |
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|a 1000132714
|b Book
|c OPEN SHELF (30 DAYS)
|e Tembila Campus
|
| 999 |
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|a 1000132901
|b CD-ROM
|c Close Access
|e Gong Badak Campus
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| 999 |
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|a 1000132902
|b CD-ROM
|c Close Access
|e Tembila Campus
|