http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
guide to computer user support for help desk and support specialists
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
Includes bibliographical references and index