A Guide to Computer User Support for Help Desk and Support Specialists

by Fred Beisse

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.

Genres: School, Textbooks

696 pages, Paperback

Published September 16, 2009

Reviews

[Ted · Rating 4 out of 5]

I am teaching a Class on IT User support and using this as my text. All in all, not a bad book. I think it might be a little over the top on support organizations mainly because it presents a picture of how to organize a help org in a perfect world. While every organization has pieces of what this text discusses, I haven't seen anyone with such a set-up. As long as you present it more real-world, I think the students can learn a lot from the text, but don't let them get an over-inflated idea of user support.

[Julia Nanigian · Rating 3 out of 5]

I had some good advice.