By Fred Beisse
Current or destiny user-support pros realize the serious humans talents and unprecedented technical wisdom to supply awesome aid with Beisse's A consultant TO machine consumer aid FOR aid table AND aid experts, 6E. this helpful advisor specializes in the informational assets and technical instruments wanted such a lot to operate successfully in a help place. Readers learn how to deal with troubleshooting and challenge fixing, effectively converse with consumers, verify a client's particular wishes, educate end-users or even deal with budgeting and different administration priorities. This version prepares readers to paintings with the most recent advancements, from net and e-mail-based help to home windows 7 and cloud computing. major HelpSTAR and Microsoft place of work venture specialist 2010 software program accompanying the textual content additional make stronger user-support wisdom and abilities.
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Additional info for A Guide to Computer User Support for Help Desk and Support Specialists (6th Edition)
User Support Center Another organizational model for user support services is a user support center. A user support center provides a wider range of services than a help desk to an organization’s internal computer users. These services can include the following: Consultation on technology purchases (a user support center may even offer selected products in a company store for purchase by workers) Copyright 2015 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.
Copyright 2015 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. CHAPTER 1 Introduction to Computer User Support Peer support Part-time user support User support worker or work team 22 Help desk support User support center User support as an IT responsibility User support outsourced to a vendor Figure 1-4 Common ways organizations provide a support function The strategy an organization selects to provide user support often depends on the organization’s size, type, location, financial situation, and goals for technology support services, as well as the skill level and the support needs of workers and clients.
User Support Services product standards reduces support costs. Support standards are important because it is impossible for an organization to support every hardware configuration or software package that an individual user or department might choose to purchase. Chapter 8 describes the role of support standards in organizations. 31 Perform Needs Analysis and Provide Purchase Assistance for Users In addition to evaluating computer products and defining support standards, a support staff tries to match supported products with the needs of each user.