Guide to Computer User Support for Help Desk and Support Specialists

Develop the critical people skills and exceptional technical abilities necessary to provide outstanding support with Beisse''s A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 6E. This useful guide focuses on the information resources and technical tools current and future professionals need most to excel in a user-support position. This book''s clear, balanced coverage helps you develop the skills to handle troubleshooting and problem solving, successfully communicate with clients, determine a client''s specific technology needs, train end-users, and even handle budgeting and other management priorities. You learn to work with the latest developments, from Web and email-based support to Microsoft Windows, cloud computing, and ethical challenges. Special features such as Tips, role-playing scenarios, On the Web Pointers, Discussion Questions, and Case Projects help you actively improve your skillset.