A Guide To Computer User Support For Help Desk And Support Specialists

Author : Fred Beisse
Publisher : Cengage Learning
ISBN 13 : 9781133188605
Total Pages : 250 pages
Book Rating : 4.05/5 ( download)

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Download or read book A Guide to Computer User Support for Help Desk and Support Specialists written by Fred Beisse and published by Cengage Learning. This book was released on 2012-03-01 with total page 250 pages. Available in PDF, EPUB and Kindle. Book excerpt: Equip current and future user-support professionals with the critical people skills and exceptional technical knowledge necessary to provide outstanding support with Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 5E, International Edition. This useful guide focuses on the informational resources and technical tools students need most to function effectively in a support position.Readers develop the skills to handle troubleshooting and problem solving, successfully communicate with clients, determine a client's specific needs, and train end-users, as well as handle budgeting and other management priorities. Clear, balanced coverage in this edition highlights the latest trends and developments, from Web and e-mail-based support to assistance with Windows® 7 and cloud computing. Engaging special features, such as Tips and On the Web Pointers, provide important insights, while new Discussion Questions and Case Projects encourage active participation in the learning process.Leading professional software HelpSTAR® and Microsoft® Office Project Professional 2010 accompany Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 5E, International Edition to reinforce the knowledge and skills your students need for success in today's user-support positions.

Author : Fred Beisse
Publisher :
ISBN 13 :
Total Pages : 488 pages
Book Rating : 4.21/5 ( download)

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Download or read book A Guide to Computer User Support for Help Desk & Support Specialists written by Fred Beisse and published by . This book was released on 2001 with total page 488 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides an overview of the knowledge, skills, and abilities necessary for employment in the user support industry. Developed with the input of industry advisors, this titles emphasizes problem-solving and communication skills in addition to technical coverage. Using creative Hands-On exercises and Case Projects, users apply their knowledge and develop their ideas and skills, both individually and in teams, to help prepare them for today's team-oriented work environment.

Author : Noel Bruton
Publisher : Routledge
ISBN 13 : 1136016732
Total Pages : 374 pages
Book Rating : 4.38/5 ( download)

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Download or read book How to Manage the IT Help Desk written by Noel Bruton and published by Routledge. This book was released on 2012-07-26 with total page 374 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The 'How To' book that every IT department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in IT This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies. This book gives you techniques for: *Justifying staff and other expenditure * Gaining senior management support * Getting the users on your side * Running a motivated and productive team * Designing and managing services and service levels The second edition of this popular book brings updates to several of the author's ideas, strategies and techniques with new material on: * Customer Relationship Management - definition and the role of the helpdesk * E-Support and the Internet * Contrasting the Call Center and the Helpdesk * first, second and third line support * Operational Level Agreements * Strategies for backlog management * Telephone technologies in user support In addition there is: * A new Template for a Service Level Agreement * An Improved cost justification model for the Internal Helpdesk * A New cost justification model for the External Helpdesk

Author : Fred Beisse
Publisher : Cengage Learning
ISBN 13 : 9780495806493
Total Pages : 592 pages
Book Rating : 4.98/5 ( download)

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Download or read book A Guide to Computer User Support for Help Desk and Support Specialists written by Fred Beisse and published by Cengage Learning. This book was released on 2009-09-16 with total page 592 pages. Available in PDF, EPUB and Kindle. Book excerpt: A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, FOURTH EDITION focuses on key information and skills for user support professionals, including troubleshooting and problem solving, successful communication with clients, determining a client's specific needs, and training end users. For those considering entering the field, alternate career paths for user-support workers are described. This text continues many of the successful features of previous editions, including Tips, On The Web pointers, Check Your Understanding self-tests, discussion questions, hands-on activities, and case projects. With balanced coverage of both people skills and technical skills, this book is an excellent resource for those in or preparing for the technical-support field. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

Author : Fred Beisse
Publisher : Cengage Learning
ISBN 13 : 1305445724
Total Pages : 706 pages
Book Rating : 4.27/5 ( download)

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Download or read book A Guide to Computer User Support for Help Desk and Support Specialists written by Fred Beisse and published by Cengage Learning. This book was released on 2014-09-01 with total page 706 pages. Available in PDF, EPUB and Kindle. Book excerpt: Equip current and future user-support professionals with the critical people skills and exceptional technical knowledge necessary 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 students need most to function effectively in a support position. Readers develop the skills to handle troubleshooting and problem solving, successfully communicate with clients, determine a client's specific needs, and train end-users, as well as handle budgeting and other management priorities. Clear, balanced coverage in this edition highlights the latest trends and developments, from Web and e-mail-based support to assistance with Windows 7 and cloud computing. Engaging special features, such as Tips and On the Web Pointers, provide important insights, while new Discussion Questions and Case Projects encourage active participation in the learning process. Leading professional software HelpSTAR and Microsoft Office Project Professional 2010 accompany Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 6E to reinforce the knowledge and skills your students need for success in today's user-support positions. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

Author : Barbara Czegel
Publisher : Wiley
ISBN 13 : 9780471248163
Total Pages : 128 pages
Book Rating : 4.69/5 ( download)

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Download or read book Running an Effective Help Desk written by Barbara Czegel and published by Wiley. This book was released on 1998-03-27 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: Helpdesk Management in Ihrer Firma - im Zeitalter der Intranets noch telefonbasiert? Wie Sie auf dem Gebiet der technischen Unterstützung der Angestellten auf die enormen Ressourcen des Web zurückgreifen können, zeigt Ihnen die Autorin dieses jetzt umfassend aktualisierten Klassikers. Mit vielen anwendungsbereiten Word- und HTML-Templates. (04/98)

Author : S. James
Publisher : Createspace Independent Publishing Platform
ISBN 13 : 9781541026032
Total Pages : 0 pages
Book Rating : 4.39/5 ( download)

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Download or read book IT Help Desk written by S. James and published by Createspace Independent Publishing Platform. This book was released on 2016-12-15 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your Complete Guide To The IT Help DeskYour Blueprint To Service Success, Mastering User Support & Troubleshooting Like A GeniusAre You Ready To Learn All About Working An IT Help Desk? If So You've Come To The Right Place...Here's A Preview Of What This Book Contains...An Explanation Of What The IT Help Desk Actually IsHow To Improve Communication Skills Like A ProHandling Difficult Calls & Situations The Right Way (Must Read!)Best Words & Best Practices For The IT Help DeskThe Six Step Problem Solving Model You NEED To ImplementComputer Troubleshooting From The Very BasicsNo Video? Here's What To Do...Troubleshooting No POST No Boot IssuesHow To Troubleshoot A Freezing Computer CorrectlyThe Downlow On Disk ErrorsKeyboard And Mouse IssuesYour Customer Support ToolsAnd Much, Much More!

Author : Fred Beisse
Publisher :
ISBN 13 : 9780619216689
Total Pages : 580 pages
Book Rating : 4.89/5 ( download)

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Download or read book A Guide to Computer User Support for Help Desk & Support Specialists written by Fred Beisse and published by . This book was released on 2004 with total page 580 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Author : IAIC Transactions on Sustainable Digital Innovation (ITSDI)
Publisher : IAIC BANGUN BANGSA
ISBN 13 :
Total Pages : pages
Book Rating : 4./5 ( download)

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Download or read book IAIC Transactions on Sustainable Digital Innovation (ITSDI) The 1st Edition Vol. 1 No. 1 October 2019 written by IAIC Transactions on Sustainable Digital Innovation (ITSDI) and published by IAIC BANGUN BANGSA . This book was released on 2021-05-31 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: ITSDI (IAIC Transactions on Sustainable Digital Innovation) is a scientific journal organized by Pandawan & Aptikom Publisher and supported by IAIC (Indonesian Association on Informatics and Computing). ITSDI is published twice a year, every April and October

Author : Donna Knapp
Publisher : Thomson South-Western
ISBN 13 : 9781285063539
Total Pages : 416 pages
Book Rating : 4.38/5 ( download)

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Download or read book A Guide to Service Desk Concepts written by Donna Knapp and published by Thomson South-Western. This book was released on 2013-02-14 with total page 416 pages. Available in PDF, EPUB and Kindle. Book excerpt: Translate technical expertise into an effective career in computer user support with the help of Knapp's A GUIDE TO SERVICE DESK CONCEPTS, 4E, International Edition. This trusted, contemporary guide introduces the latest developments, research, resources and trends as they happen in computer user support. Readers explore the various types of service desks and gain a solid understanding of the diverse roles and skills required. This edition also reviews the processes and technologies that ensure the service desk is operating effectively and examines how today's leading organizations measure service desk success.The author references the very latest ITIL® 2011 best practices, leading quality and IT service management frameworks and standards to ensure this edition presents the most recent information regarding the role of outsourcing and certification in the service desk. New case studies and projects as well as updated chapters highlight the evolving role of the service desk and how technology trends, such as cloud computing, virtualization, mobile technology and consumerization, are impacting the service desk. New material also examines the current emphasis on self-help and the effects of self-healing capabilities within newer generation technologies.