A standard for help desk professionals and those considering becoming support professionals, this text focuses on key information for user support professionals, including decision making, communicating successfully with a client, determining the client's specific needs, and writing for the end user. This text has been updated to reflect the latest in support industry trends, especially the use of Web and email-based support. For those considering entering the field, alternate career paths for user-support workers are described. This edition has retained and updated the CloseUp feature, which details real-life scenarios of working professionals and issues in the workplace. With balanced coverage of both people skills and technical skills, this book is an excellent resource for those in the technical-support field.
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Emphasizes real-world scenarios by describing the experiences of user support professionals at real companies. Contains a new on-going case project that illustrates how a company is impacted by the materials in each chapter. Reflects the latest technologies and trends, as well as the prevalence of the Internet in the support industry. Expands coverage of the role of personality types and work styles to understand end-user behavior. Contains Microsoft Office Project Professional 2003 software. Stresses troubleshooting throughout the book. Includes pointers to information resources frequently used by support professionals. Provides extensive and updated end-of-chapter exercises and case studies.
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Most Helpful Customer Reviews
1 of 1 people found the following review helpful:
1.0 out of 5 stars
Help Desk,
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This review is from: A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition (Paperback)
I would not recommend this book, it is outdated, it is still refering to Windows 95. Dont waste your time or money on this book. I would have wanted this book to be more up to date, This will not help the Help Desk professional of today. I only gave it one star because other wise I would not be able to write this review, I would have preferred to give it no stars.
4.0 out of 5 stars
Good book for a horrible subject,
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This review is from: A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition (Paperback)
The book seems well written and is informative. It is not a great subject but was required for my major. Very boring.
1 of 2 people found the following review helpful:
5.0 out of 5 stars
well-written,
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This review is from: A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition (Paperback)
Excellent book. Good for anyone's collections. Helpful in help desk support. Well-written book. Good examples and cases.
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