A guide to computer user support for help desk & support specialists - Beisse, Fred (Australia Course Technology, Cengage Learning, 2013)
1. Introduction to computer user support -- 2. Customer service skills for user support agents -- 3. Writing for end users -- 4. Skills for troubleshooting computer problems -- 5. Common support problems -- 6. Help desk operation -- 7. User support management -- 8. Product evaluation strategies and support standards -- 9. End-user needs assessment projects -- 10. Installing and managing end-user computers -- 11. Training computer users -- 12. A user support utility tool kit.
Dr. Jaime DL. Caro (recommending faculty)
Keywords: End-user computing -- Management; Information technology -- Management; Microcomputers -- Maintenance and repair; Computer industry -- Customer services; Computer technical support -- Customer services -- Handbooks, manuals, etc