A guide to computer user support for help desk and support specialists
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Boston, MA :
Course Technology ,
c2010
|
| Edition: | 4th ed |
| Subjects: |
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