A Guide to Computer User Support for Help Desk and Support Specialists (2013)

A Guide to Computer User Support for Help Desk and Support Specialists (2013)

CHAPTER 1 Introduction to Computer User Support

CHAPTER 2 Customer Service Skills for User Support Agents

CHAPTER 3 Writing for End Users

CHAPTER 4 Skills for Troubleshooting Computer Problems

CHAPTER 5 Common Support Problems

CHAPTER 6 Help Desk Operation

CHAPTER 7 User Support Management

CHAPTER 8 Product Evaluation Strategies and Support Standards

CHAPTER 9 End-User Needs Assessment Projects

CHAPTER 10 Installing and Managing End-User Computers

CHAPTER 11 Training Computer Users

CHAPTER 12 A User Support Utility Tool Kit

APPENDIX A Answers to Check Your Understanding Questions

APPENDIX B HelpSTAR Student Edition

APPENDIX C User Support Presentations and Meetings