rdf-syntax-grammar
mods:
  schema location: http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
  title info:
    non sort: A
    title: guide to computer user support for help desk and support specialists
  name:
    name part: Beisse, Fred
    role:
      role term: creator
    role:
      role term: author
  type of resource: text
  origin info:
    place:
      place term: mau
    place:
      place term: Boston, MA
    publisher: Course Technology
    date issued: c2010
    date issued: 2010
    edition: 4th ed
    issuance: monographic
  language:
    language term: eng
  physical description:
    form: print
    extent: xxii, 674 p. : ill. ; 24 cm. 2 CD-ROM's (4 3/4 in.)
  table of contents: 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
  note: Fred Beisse
  note: Includes bibliographical references and index
  subject:
    topic: End-user computing
    topic: Management
  subject:
    topic: Information technology
    topic: Management
  subject:
    topic: Microcomputers
    topic: Maintenance and repair
  identifier: 0495806498 (pbk.)
  identifier: 9780495806493 (pbk.)
  record info:
    record creation date: 100719
    record change date: 20101021093000.0
    record identifier: 0000067426