Guide to Computer User Support
ISBN: 9780760070017 | 0760070016
Format: PaperbackPublisher: Course Technology
Pub. Date: 9/1/1998
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This guide provides an overview of the knowledge, skills and abilities necessary for employment in the user support industry. Developed with the input of industry advisors, the book emphasizes problem-solving and communications skills in addition to technical knowledge. Using creative Hands-On exercises and Case Projects, readers apply their knowledge and develop their ideas and skills, both individually and in teams, to help prepare them for the team-oriented work environment of the 90s.
| Preface | |
| Introduction to End User Computing | p. 1 |
| Introduction to Computer User Support | p. 25 |
| Product Evaluation Strategies and Standards | p. 49 |
| User Needs Analysis and Assessment | p. 79 |
| Installing End User Computer Systems | p. 115 |
| Training Computer Users | p. 147 |
| Documentation for End Users | p. 173 |
| Computer Facilities Management | p.... MORE |
| Help Desk Operation | p. 233 |
| Customer Service Skills for User Support | p. 259 |
| Troubleshooting Computer Problems | p. 275 |
| Common Support Problems | p. 303 |
| Information Resources for User Support | p. 327 |
| Index | p. 353 |
| Table of Contents provided by Blackwell. All Rights Reserved. |
