A Guide to Computer User Support for Help Desk and Support Specialists,6th Edition

A Guide to Computer User Support for Help Desk and Support Specialists
by: Fred Beisse
ISBN-10: 1285852680
ISBN-13: 9781285852683
Edition 版本:‏ 6
Released: 2014-09-23
Pages: 704
Current or future user-support professionals discover the critical people skills and exceptional technical knowledge to provide outstanding support with Beisse’s A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS,6E. This useful guide focuses on the informational resources and technical tools needed most to function effectively in a support position. Readers learn to handle troubleshooting and problem solving,successfully communicate with clients,determine a client’s specific needs,train end-users and even handle budgeting and other management priorities. This edition prepares readers to work with the latest developments,from Web and e-mail-based support to Windows 7 and cloud computing. Leading HelpSTAR and Microsoft Office Project Professional 2010 software accompanying the text further reinforce user-support knowledge and skills.
Contents
Ch 1: Introduction to Computer User Support
Ch 2: Customer Service Skills for User Support Agents
Ch 3: Writing for End Users
Ch 4: Skills for Troubleshooting Computer Problems
Ch 5: Common Support Problems
Ch 6: Help Desk Operation
Ch 7: User Support Management
Ch 8: Product Evaluation Strategies and Support Standards
Ch 9: End-User Needs Assessment Projects
Ch 10: Installing and Managing End-User Technology
Ch 11: Technology Training for Users
Ch 12: A User Support Utility Tool Kit
Appendix A: Answers to Check Your Understanding Questions
Appendix B: Hands-On with LBE Desktop Helpdesk
Appendix C: User Support Presentations and Meetings
当前或未来的用户支持专业人员发现关键人员技能和卓越的技术知识，为Beisse的“计算机指南用户支持帮助书面和支持专家”6E提供卓越的支持。这个有用的指南侧重于信息资源和技术工具，最有用的功能在支持位置。读者学习处理故障排除和解决问题，成功与客户沟通，确定客户的具体需求，培训终端用户，甚至处理预算和其他管理优先事项。该版本为读者提供了从Web和基于电子邮件的支持到Windows 7和云计算的最新发展。伴随文本的领先的HelpSTAR和Microsoft Office Project Professional 2010软件进一步增强了用户支持的知识和技能。
目录
第1章: 计算机用户支持介绍
第2章: 用户支持代理的客户服务技能
第3章: 为最终用户写作
第4章: 排除计算机问题的技巧
第5章: 常见的支持问题
Ch 6: 帮助台操作
第7章: 用户支持管理
第8章: 产品评估策略与支持标准
第9章: 最终用户需求评估项目
第10章: 安装和管理最终用户技术
第11章: 用户技术培训
Ch 12: 用户支持实用工具包
附录A: 检查您的理解问题的答案
附录B: 使用LBE桌面帮助台进行实践
附录C: 用户支持演示和会议