00000cam a22000003a 4500 UP-99796217611134616 Buklod 20230215105418.0 m |o d | ta 140220s xx d r |||| u| 9781133188605 PhP 3,241.80 (CD Books) : CS 113388605 (iLib)UPD-00212406690 BTCTA DENGII eng QA 76.9 E53 B45 2013 Beisse, Fred A guide to computer user support for help desk & support specialists Fred Beisse. 5th ed., International ed. Australia Course Technology, Cengage Learning c2013. xviii, 670 p. ill. Dr. Jaime DL. Caro (recommending faculty) 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. End-user computing Management. Information technology Management. Microcomputers Maintenance and repair. Computer industry Customer services. Computer technical support Customer services Handbooks, manuals, etc. Software engineering I CS 191. Software engineering II CS 192. Book FO Monograph UPD DENG-II QA 76.9 E53 B45 2013 Book