A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition (Paperback)

by Fred Beisse (Author)

Editorial Reviews

Product Description
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 e-mail-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.

From the Publisher
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.

See all Editorial Reviews

Product Details

• Paperback: 576 pages
• Publisher: Course Technology; 3 edition (June 3, 2004)
• Language: English
• ISBN-10: 0619215100
• ISBN-13: 978-0619215101
• Product Dimensions: 9.1 x 7.5 x 1.3 inches
• Shipping Weight: 2.2 pounds (View shipping rates and policies)
• Average Customer Review: 3.3 out of 5 stars See all reviews (3 customer reviews)
• Amazon.com Sales Rank: #148,792 in Books (See Bestsellers in Books)

  Popular in this category: (What's this?)

  #17 in

  Books > Computers & Internet > Business & Culture > Technical Support

Customer Reviews

Most Helpful Customer Reviews

4.0 out of 5 stars Good book for a horrible subject, May 11, 2009

By	Bryant I. Iheme - See all my reviews (REAL NAME)

The book seems well written and is informative. It is not a great subject but was required for my major. Very boring.

1.0 out of 5 stars Help Desk, March 1, 2009

By	Joann Waldron (Horsham, PA) - See all my reviews (REAL NAME)

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.

1 of 2 people found the following review helpful:

5.0 out of 5 stars well-written, December 27, 2007

By	Christine Cook (Baltimore, MD) - See all my reviews (REAL NAME)

Excellent book. Good for anyone's collections. Helpful in help desk support. Well-written book. Good examples and cases.