A standard for help desk professionals and those considering becoming support professionals, this text focuses on key information for user support professionals, including decision making, communicating successfully with a client, determining the client's specific needs, and writing for the end user. This text has been updated to reflect the latest in support industry trends, especially the use of Web and email-based support. For those considering entering the field, alternate career paths for user-support workers are described. This edition has retained and updated the CloseUp feature, which details real-life scenarios of working professionals and issues in the workplace. With balanced coverage of both people skills and technical skills, this book is an excellent resource for those in the technical-support field.
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Höhe: 229 mm
Breite: 188 mm
Dicke: 33 mm
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ISBN-13
978-0-619-21510-1 (9780619215101)
Copyright in bibliographic data is held by Nielsen Book Services Limited or its licensors: all rights reserved.
Schweitzer Klassifikation
1. Introduction to End-User Computing 2. Introduction to Computer User Support 3. Customer Service Skills for User Support Agents 4. Troubleshooting Computer Problems 5. Common Support Problems 6. Help Desk Operation 7. User Support Management 8. Product Evaluation Strategies and Support Standards 9. User Needs Analysis and Assessment 10. Installing End-User Computer Systems 11. Training Computer Users 12. Writing for End Users 13. Computer Facilities Management Appendix A: User Support Information Resources Appendix B: Answers to Check Your Understanding
