A Guide to Computer User Support for Help Desk and Support Specialists 6th Edition
by Fred Beisse  (Author)

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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.


Paperback: 704 pages
Publisher: Cengage Learning; 6 edition (September 23, 2014)
Language: English
ISBN-10: 1285852680
ISBN-13: 978-1285852683