TY  - BOOK
AU  - Beisse,Fred
TI  - A guide to computer user support for help desk & support specialists
SN  - 9781133187820
AV  - QA 76.9.T43 B45.2013
PY  - 2013///,
CY  - Boston, MA
PB  - Course Technology, Cengage Learning
KW  - Computer technical support
KW  - Soporte técnico para computadoras
KW  - Information technology
KW  - Management
KW  - Tecnología de la información
KW  - Administración
KW  - Customer services
KW  - Servicios al cliente
N1  - Incluye índice; disco óptico; HelpSTAR help desk software for A guide to computer user support; Introduction to computer user support -- Customer service skills for user support agents -- Writing for end users -- Skills for troubleshooting computer problems. --Common support problems -- Help desk operation. -- User support management -- Product evaluation strategies and support standards -- End-user needs assessment projects -- Installing and managing end-user computers -- Training computer users. -- 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
ER  -