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

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A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, FOURTH EDITION focuses on key information and skills for user support professionals, including troubleshooting and problem solving, successful communication with clients, determining a client's specific needs, and training end users. For those considering entering the field, alternate career paths for A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, FOURTH EDITION focuses on key information and skills for user support professionals, including troubleshooting and problem solving, successful communication with clients, determining a client's specific needs, and training end users. For those considering entering the field, alternate career paths for user-support workers are described. This text continues many of the successful features of previous editions, including Tips, On The Web pointers, Check Your Understanding self-tests, discussion questions, hands-on activities, and case projects. With balanced coverage of both people skills and technical skills, this book is an excellent resource for those in or preparing for the technical-support field.


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A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, FOURTH EDITION focuses on key information and skills for user support professionals, including troubleshooting and problem solving, successful communication with clients, determining a client's specific needs, and training end users. For those considering entering the field, alternate career paths for A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, FOURTH EDITION focuses on key information and skills for user support professionals, including troubleshooting and problem solving, successful communication with clients, determining a client's specific needs, and training end users. For those considering entering the field, alternate career paths for user-support workers are described. This text continues many of the successful features of previous editions, including Tips, On The Web pointers, Check Your Understanding self-tests, discussion questions, hands-on activities, and case projects. With balanced coverage of both people skills and technical skills, this book is an excellent resource for those in or preparing for the technical-support field.

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

  1. 5 out of 5

    Ted

    I am teaching a Class on IT User support and using this as my text. All in all, not a bad book. I think it might be a little over the top on support organizations mainly because it presents a picture of how to organize a help org in a perfect world. While every organization has pieces of what this text discusses, I haven't seen anyone with such a set-up. As long as you present it more real-world, I think the students can learn a lot from the text, but don't let them get an over-inflated idea of I am teaching a Class on IT User support and using this as my text. All in all, not a bad book. I think it might be a little over the top on support organizations mainly because it presents a picture of how to organize a help org in a perfect world. While every organization has pieces of what this text discusses, I haven't seen anyone with such a set-up. As long as you present it more real-world, I think the students can learn a lot from the text, but don't let them get an over-inflated idea of user support.

  2. 4 out of 5

    Hasan

  3. 5 out of 5

    Averin

  4. 5 out of 5

    Chang

  5. 4 out of 5

    John Evans

  6. 4 out of 5

    Jeffery Cerveny

  7. 4 out of 5

    Kylie Tatt

  8. 4 out of 5

    bridgid

  9. 5 out of 5

    Ernestine Martin

  10. 5 out of 5

    Tommy Sims

  11. 4 out of 5

    Jonathan

  12. 4 out of 5

    Alex Carroll

  13. 5 out of 5

    Bruce Kirschner

  14. 5 out of 5

    Alex

  15. 5 out of 5

    Stacy

  16. 4 out of 5

    Pthroezt Ptrux

  17. 5 out of 5

    Aaron Grutt

  18. 4 out of 5

    Paula L Shaw

  19. 4 out of 5

    S. Ryan

  20. 4 out of 5

    Anya

  21. 4 out of 5

    Joe

  22. 4 out of 5

    Susan Heiman

  23. 4 out of 5

    Joshua Schultz

  24. 5 out of 5

    Nicholas zamir

  25. 5 out of 5

    Shehani Verena

  26. 5 out of 5

    Robert J Cronin

  27. 5 out of 5

    Owen dombrowski

  28. 4 out of 5

    Shanice

  29. 5 out of 5

    Matthew Luton

  30. 5 out of 5

    exctr

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