A Guide to Computer User Support for Help Desk and Support Specialists (6th Edition)

Solutions and explanations
Introduction to Computer User Support
Customer Service Skills for User Support Agents
Writing for End Users
Skills for Troubleshooting Computer Problems
Common Support Problems
Help Desk Operation
User Support Management
Product Evaluation Strategies and Support Standards
End-User Needs Assessment Projects
Installing and Managing End-User Technology
Technology Training for Users
A User Support Utility Tool Kit
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