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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.
Table of Contents
Introduction to End User Computing
Introduction to Computer User Support
Product Evaluation Strategies and Standards
User Needs Analysis and Assessment
Installing End User Computer Systems
Training Computer Users
Documentation for End Users
Computer Facilities Management
Help Desk Operation
Customer Service Skills for User Support
Troubleshooting Computer Problems
Common Support Problems
Information Resources for User Support
Table of Contents provided by Blackwell. All Rights Reserved.