Download PDF A Guide to Computer User Support for Help Desk and Support Specialists, by Fred Beisse
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A Guide to Computer User Support for Help Desk and Support Specialists, by Fred Beisse
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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.
- Sales Rank: #971218 in Books
- Published on: 2009-09-16
- Original language: English
- Number of items: 1
- Dimensions: 1.10" h x 7.20" w x 9.10" l, 2.35 pounds
- Binding: Paperback
- 696 pages
Review
"Beisse honestly expresses the job needs for the average customer support person."
About the Author
Fred Beisse teaches Computer Information Technology at Lane Community College in Eugene, Oregon, where he has designed and led courses in user support, information analysis and visualization, project management, and geographical information systems. Beisse builds on more than 30 years of experience in computer management positions, where he has been responsible for end-user support, computer services, computer facilities planning, and operations management.
Most helpful customer reviews
4 of 4 people found the following review helpful.
Carefully Review Before Purchasing
By Johnny
Like most College-Focused textbooks, this $134 text is designed to be used in a classroom setting. There are problems though. Many of the earlier chapters contain a lot of extraneous "padding". A chapter with a large portion devoted to a history lesson on computer technology. Another chapter mainly describing communication basics. Yet another mainly devoted to business writing. These are topics better handled in other courses with other books. I have also worked with the included help desk software called "HelpStar". This is a rather poorly designed also-ran in the field of user support software, of which there are many better examples. For colleges looking to include this in their curriculum, be aware that a lot of the included "assignments" at the end of chapters are mainly in the form of "Look up this topic and write a paper on it". There is an included testbank but the questions are often just vocabulary based. There is also included a trial version of Microsoft Project but I still cannot see how well the use of Gantt charts fits in with a course on help desk operations.
Parts of the text focus on the subject matter, but for over $100, it is hard to recommend this text. I would advise a long look at all of the material in this book before purchasing. It may be what you are looking for but the title alone does not truly describe what you will find inside.
2 of 2 people found the following review helpful.
HelpSTAR program won't install from CD
By Chuck27508
The HelpSTAR student edition, which comes with the book, will not install. Tried it on a Windows XP computer and and a Windows 7 computer. Sat there for the better part of an hour on the windows XP before it tells you at the end there is a Fatal error and it didn't install. There doesn't seem to be any help if you have a problem with it. Says not to contact HelpSTAR with the problem, but to see your instructor. Guess you're out of luck if you are doing it on your own. I guess the fact that HelpSTAR is a HELPDESK business doesn't mean a thing lol. Very disappointed.
1 of 1 people found the following review helpful.
A Solid Start
By CompUSmart
This book was used as a text book for my college course. I have been working in the IT industry for many years; however, the opportunity to get my degree has me back in the classroom.
The book shows tremendous insight into the "behind the scenes" activities needed to provide good end-user computer support. It was well written and the author did a good job drawing contrast to the things that work and the things to do not.
My only complaint is that some of the chapter questions are a bit subjective and in some cases the answers run contradictary to the chapter text. Even so, it is a great starting point for people that want to become computer support supecialist.
SPECIAL THANKS to the publisher of the Kindle version of this book. Lessor publishers fail to include "Page Numbers" in the Kindle version and you only have "Location" numbers. Location numbers are useless if you are trying to assist (or get assistance) to/from someone with the physical print book.
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