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

A Guide to Computer User Support for Help Desk and Support Specialists 6th Edition

By: Fred Beisse
ISBN-10: 1305538803
/ ISBN-13: 9781305445727
Edition: 6th Edition
Language: English
				
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Contents

Ch 1: Introduction to Computer User Support

    • Historical Changes in Computer Use
    • Classifying End Users
    • Resources End Users Need
    • End-User Application Software
    • Problems Users Experience
    • Addressing the Need for User Support Workers
    • How Organizations Provide a User Support Function
    • User Support Services
    • Position Descriptions for User Support Staff
    • Alternative Career Paths for User Support Workers
    • Chapter Summary
    • Key Terms
    • Check Your Understanding
    • Discussion Questions
    • Hands-On Activities
    • Case Projects

Ch 2: Customer Service Skills for User Support Agents

    • Communication and Customer Service Skills
    • Develop an Effective Personal Communication Style
    • Develop an Incident Management Strategy
    • Special Strategies for Voice Communication
    • Special Strategies for Web-Based Communication
    • Strategies for Working with Difficult Clients and Incidents
    • Strategies for Resolving Conflicts
    • Customer Service and Personality Types
    • Comprehensive Client Services
    • Chapter Summary
    • Key Terms
    • Check Your Understanding
    • Discussion Questions
    • Hands-On Activities
    • Case Projects

Ch 3: Writing for End Users

    • Types of User Documents
    • How Technical Writing Differs from Other Writing
    • Document Planning
    • The Technical Writing Process
    • Technical Writing Strategies
    • Common Technical Writing Problems
    • Technical Writing Tools
    • Document Evaluation Criteria
    • Chapter Summary
    • Key Terms
    • Check Your Understanding
    • Discussion Questions
    • Hands-On Activities
    • Case Projects

Ch 4: Skills for Troubleshooting Computer Problems

    • What is Troubleshooting?
    • Tools Troubleshooters Use
    • Developing Your Own Approach to Problem Solving
    • Chapter Summary
    • Key Terms
    • Check Your Understanding
    • Discussion Questions
    • Hands-On Activities
    • Case Projects

Ch 5: Common Support Problems

    • Common End-User Problems
    • Problem-Solving Processes Applied to Typical End-User Problems
    • Chapter Summary
    • Key Terms
    • Check Your Understanding
    • Discussion Questions
    • Hands-On Activities
    • Case Projects

Ch 6: Help Desk Operation

    • What is a Help Desk?
    • Incident Management Workflow
    • Best Practices for Help Desk Operations
    • Physical Layout of Help Desk Work Areas
    • Job Stress in Help Desk Work
    • Help Desk Technology and Tools
    • Trends in Help Desk Operation
    • Chapter Summary
    • Key Terms
    • Check Your Understanding
    • Discussion Questions
    • Hands-On Activities
    • Case Projects

Ch 7: User Support Management

    • Managerial Concerns: Mission, Budgets, Staffing, Training, and Performance
    • User Support Certification
    • Employment Trends in the Support Industry
    • User Support as a Profession
    • Ethical Issues in User Support
    • Chapter Summary
    • Key Terms
    • Check Your Understanding
    • Discussion Questions
    • Hands-On Activities
    • Case Projects

Ch 8: Product Evaluation Strategies and Support Standards

    • How Product Standards Emerged
    • Methods for Evaluating and Selecting Technology Products
    • Product Support Standards
    • Chapter Summary
    • Key Terms
    • Check Your Understanding
    • Discussion Questions
    • Hands-On Activities
    • Case Projects

Ch 9: End-User Needs Assessment Projects

    • Overview of User Needs Analysis and Assessment
    • User Needs Analysis Steps and Tasks
    • Needs Analysis and Assessment Tools
    • Managing a User Support Project
    • Chapter Summary
    • Key Terms
    • Check Your Understanding
    • Discussion Questions
    • Hands-On Activities
    • Case Projects
    • Chapter 9 Appendix: Guidelines to Download and Install a Trial Version of Microsoft Project Professi

Ch 10: Installing and Managing End-User Technology

    • Installation Overview
    • Preinstallation Site Preparation
    • Site Management Documents
    • Hardware Installation Tools
    • Common Hardware Installation Steps
    • Typical Operating System and Network Installation Steps
    • Typical Steps to Install Application Software
    • Typical Installation Wrap-Up Tasks
    • Ongoing Site Management Responsibilities
    • Other Site Management Activities
    • Chapter Summary
    • Key Terms
    • Check Your Understanding
    • Discussion Questions
    • Hands-On Activities
    • Case Projects

Ch 11: Technology Training for Users

    • What is Training?
    • The Training Process
    • Step 1: Plan the Training
    • Step 2: Prepare for the Training
    • Step 3: Present the Training
    • Step 4: Progress toward Higher-Quality User Training
    • Chapter Summary
    • Key Terms
    • Check Your Understanding
    • Discussion Questions
    • Hands-On Activities
    • Case Projects

Ch 12: A User Support Utility Tool Kit

    • Introduction to Utility Software and Information Resources
    • Categories of Utility Software Tools
    • Chapter Summary
    • Key Terms
    • Check Your Understanding
    • Discussion Questions
    • Hands-On Activities
    • Case Projects

Appendix A: Answers to Check Your Understanding Questions

Appendix B: Hands-On with LBE Desktop Helpdesk

Appendix C: User Support Presentations and Meetings

Index


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