A Guide To Computer User Support
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| Author | : Fred Beisse |
| Publisher | : Cengage Learning |
| Total Pages | : 592 |
| Release | : 2009-09-16 |
| Genre | : Computers |
| ISBN | : 9780495806493 |
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 users. For those considering entering the field, alternate career paths for user-support workers are described. This text continues many of the successful features of previous editions, including Tips, On The Web pointers, Check Your Understanding self-tests, discussion questions, hands-on activities, and case projects. With balanced coverage of both people skills and technical skills, this book is an excellent resource for those in or preparing for the technical-support field. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
| Author | : Joseph Migga Kizza |
| Publisher | : Springer Science & Business Media |
| Total Pages | : 483 |
| Release | : 2008-12-24 |
| Genre | : Computers |
| ISBN | : 1848009178 |
If we are to believe in Moore’s law, then every passing day brings new and advanced changes to the technology arena. We are as amazed by miniaturization of computing devices as we are amused by their speed of computation. Everything seems to be in ? ux and moving fast. We are also fast moving towards ubiquitous computing. To achieve this kind of computing landscape, new ease and seamless computing user interfaces have to be developed. Believe me, if you mature and have ever program any digital device, you are, like me, looking forward to this brave new computing landscape with anticipation. However, if history is any guide to use, we in information security, and indeed every computing device user young and old, must brace themselves for a future full of problems. As we enter into this world of fast, small and concealable ubiquitous computing devices, we are entering fertile territory for dubious, mischievous, and malicious people. We need to be on guard because, as expected, help will be slow coming because ? rst, well trained and experienced personnel will still be dif? cult to get and those that will be found will likely be very expensive as the case is today.
| Author | : Greg Tomsho |
| Publisher | : |
| Total Pages | : 0 |
| Release | : 2002 |
| Genre | : Comoputer systems |
| ISBN | : 9780619035518 |
Text covers supporting and maintaining heterogeneous networking environments. Includes coverage of troubleshooting peer-to-peer and server-based networks, as well as hardware and transport layer problems.
| Author | : Emil F. Pascarelli |
| Publisher | : New York : J. Wiley |
| Total Pages | : 248 |
| Release | : 1994-03-22 |
| Genre | : Health & Fitness |
| ISBN | : |
Explains how to treat and prevent different kinds of repetitive strain injuries, including Carpal Tunnel Syndrome.
| Author | : Elizabeth Goodman |
| Publisher | : Elsevier |
| Total Pages | : 601 |
| Release | : 2012-09-01 |
| Genre | : Computers |
| ISBN | : 0123848709 |
Observing the User Experience: A Practitioner's Guide to User Research aims to bridge the gap between what digital companies think they know about their users and the actual user experience. Individuals engaged in digital product and service development often fail to conduct user research. The book presents concepts and techniques to provide an understanding of how people experience products and services. The techniques are drawn from the worlds of human-computer interaction, marketing, and social sciences. The book is organized into three parts. Part I discusses the benefits of end-user research and the ways it fits into the development of useful, desirable, and successful products. Part II presents techniques for understanding people's needs, desires, and abilities. Part III explains the communication and application of research results. It suggests ways to sell companies and explains how user-centered design can make companies more efficient and profitable. This book is meant for people involved with their products' user experience, including program managers, designers, marketing managers, information architects, programmers, consultants, and investors. - Explains how to create usable products that are still original, creative, and unique - A valuable resource for designers, developers, project managers - anyone in a position where their work comes in direct contact with the end user - Provides a real-world perspective on research and provides advice about how user research can be done cheaply, quickly and how results can be presented persuasively - Gives readers the tools and confidence to perform user research on their own designs and tune their software user experience to the unique needs of their product and its users
| Author | : Fred Beisse |
| Publisher | : Cengage Learning |
| Total Pages | : 706 |
| Release | : 2014-09-01 |
| Genre | : Computers |
| ISBN | : 1305445724 |
Equip current and future user-support professionals with the critical people skills and exceptional technical knowledge 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 informational resources and technical tools students need most to function effectively in a support position. Readers develop the skills to handle troubleshooting and problem solving, successfully communicate with clients, determine a client's specific needs, and train end-users, as well as handle budgeting and other management priorities. Clear, balanced coverage in this edition highlights the latest trends and developments, from Web and e-mail-based support to assistance with Windows 7 and cloud computing. Engaging special features, such as Tips and On the Web Pointers, provide important insights, while new Discussion Questions and Case Projects encourage active participation in the learning process. Leading professional software HelpSTAR and Microsoft Office Project Professional 2010 accompany Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 6E to reinforce the knowledge and skills your students need for success in today's user-support positions. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
| Author | : Noel Bruton |
| Publisher | : Routledge |
| Total Pages | : 373 |
| Release | : 2012-07-26 |
| Genre | : Business & Economics |
| ISBN | : 1136016740 |
Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The 'How To' book that every IT department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in IT This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies. This book gives you techniques for: *Justifying staff and other expenditure * Gaining senior management support * Getting the users on your side * Running a motivated and productive team * Designing and managing services and service levels The second edition of this popular book brings updates to several of the author's ideas, strategies and techniques with new material on: * Customer Relationship Management - definition and the role of the helpdesk * E-Support and the Internet * Contrasting the Call Center and the Helpdesk * first, second and third line support * Operational Level Agreements * Strategies for backlog management * Telephone technologies in user support In addition there is: * A new Template for a Service Level Agreement * An Improved cost justification model for the Internal Helpdesk * A New cost justification model for the External Helpdesk
| Author | : Fred Beisse |
| Publisher | : Cengage Learning |
| Total Pages | : 250 |
| Release | : 2012-03-01 |
| Genre | : Computer programming |
| ISBN | : 9781133188605 |
Equip current and future user-support professionals with the critical people skills and exceptional technical knowledge necessary to provide outstanding support with Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 5E, International Edition. This useful guide focuses on the informational resources and technical tools students need most to function effectively in a support position.Readers develop the skills to handle troubleshooting and problem solving, successfully communicate with clients, determine a client's specific needs, and train end-users, as well as handle budgeting and other management priorities. Clear, balanced coverage in this edition highlights the latest trends and developments, from Web and e-mail-based support to assistance with Windows® 7 and cloud computing. Engaging special features, such as Tips and On the Web Pointers, provide important insights, while new Discussion Questions and Case Projects encourage active participation in the learning process.Leading professional software HelpSTAR® and Microsoft® Office Project Professional 2010 accompany Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 5E, International Edition to reinforce the knowledge and skills your students need for success in today's user-support positions.
| Author | : Alliance for Technology Access |
| Publisher | : |
| Total Pages | : 364 |
| Release | : 1996 |
| Genre | : Computers |
| ISBN | : |
Current computer hardware and software can give people with any kind of disability new ways to interact with the world. In this book, The Alliance for Technology Access brings together user-friendly support, information, and up-to-date answers to all your questions including how to make use of conventional, assistive, and information technologies; real-life stories about people of all ages and disabilities who are using technology successfully; a "toolbox" section with the latest computer technology, including screen enhancements, speech synthesizers, and customized keyboards; and a full list of support organizations, vendors, publications, and online resources to contact for more information. This second edition includes hundreds of new and updated listings in the resource section.
| Author | : Wayne Schlicht |
| Publisher | : |
| Total Pages | : 138 |
| Release | : 2019-08-27 |
| Genre | : |
| ISBN | : 9781688943070 |
Want to lower support ticket cost, improve first contact resolution (FCR), and improve reporting? If you said yes, then Effective Help Desk Ticket Categories is for you! Is this a long-winded book full of unproven theories? No. This book gets right to the point with a detailed step-by-step guide based on 20 years of successful ticket category implementation projects. It designed for busy professionals at call centers, service desks and of course help desks. Is this book just for system engineers? Absolutely not! The guide is for everyone that works with support tickets. If you are a director, project manager or developer, this book will help improve your process. Why do I need this book? With our help, your project will be successful! Your final ticket classification design will be geared to productivity gains, not just a ticket filing system. Your project will save time and money! We provide time-saving quick-start templates and discuss how to maximize your resolution tools to close tickets faster. What is in the book? First, we explain what ticket classification is, why we use it, and the significant benefits. Then we identify project resources to engage early in the project and the ticket classification process. After that, we provide you a step-by-step quick start guide to get your ticket classification project up and running. Following that we expand on the quick start guide with a detailed explanation of each step including the most popular templates. Finally, we include a glossary of frequently used terms. Once implemented most teams will see significant improvements in the following areas. Cost savings - Cost per call, reduced escalation costs. Improved incident resolution rates. Major Incident Management MTTR reduction. Issue avoidance - better problem management inputs. Enterprise reporting maturity. Agent training improvements.
