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010 _a2012931582
020 _a9781133187820
020 _a113318782X
035 _a400979
040 _aTHM
_bspa
_erda
_cTHM
_dUIASF
050 4 _aQA 76.9.T43
_bB45.2013
100 1 _aBeisse, Fred,
_d1942-
_eautor
245 1 2 _aA guide to computer user support for help desk & support specialists /
_cFred Beisse.
246 3 _aGuide to computer user support for help desk and support specialists
250 _aFifth edition.
264 1 _aBoston, MA :
_bCourse Technology, Cengage Learning,
_c2013,
264 4 _c©2013.
300 _axviii, 670 páginas :
_bilustraciones ;
_c24 cm. +
_e1 disco óptico láser (4 3/4 plg.).
336 _atexto
_btxt
_2rdacontent
337 _acomputadora
_bc
_2rdamedia
337 _asin medio
_bn
_2rdamedia
338 _avolumen
_bnc
_2rdacarrier
338 _adisco óptico
_bcd
_2rdacarrier
505 1 _gdisco óptico.
_tHelpSTAR help desk software for A guide to computer user support.
544 0 _aSolicitar el disco en el mostrador de Hemeroteca.
500 _aIncluye índice.
505 8 _aIntroduction 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..
650 0 _aComputer technical support
650 4 _aSoporte técnico para computadoras
650 0 _aInformation technology
_xManagement
650 4 _aTecnología de la información
_xAdministración
650 0 _aCustomer services
_xManagement
650 4 _aServicios al cliente
_xAdministración
740 0 2 _aHelpSTAR help desk software for A guide to computer user support.
905 _a21
942 _cNEWBFXC1
999 _c610988
_d610988
980 _851
_gRonald RUIZ