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 u... more
Stresses troubleshooting and problem solving in real-world situations throughout the book.
Provides role-playing scenarios as a basis for class discussion of strong and weak examples of customer service situations and to build customer service skills.
Contains a new chapter that describes the comp... more
Contains a new chapter that describes the components of a software utilities tool kit for support workers.
Includes new material on preparing successful presentations and user support meetings.
Comes with an academic version of HelpSTAR Help Desk software.