By Fred Beisse
Current or destiny user-support execs detect the severe humans abilities and unprecedented technical wisdom to supply remarkable help with Beisse's A consultant TO machine consumer aid FOR aid table AND aid experts, 6E. this helpful consultant specializes in the informational assets and technical instruments wanted so much to operate successfully in a help place. Readers discover ways to deal with troubleshooting and challenge fixing, effectively converse with consumers, ascertain 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. best HelpSTAR and Microsoft place of work venture specialist 2010 software program accompanying the textual content extra make stronger user-support wisdom and talents.
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Extra resources for A Guide to Computer User Support for Help Desk and Support Specialists (6th Edition)
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. Occasionally, the match between a user’s needs and specific products is obvious. In other cases, support staff may perform a user needs analysis (or needs assessment), which is an investigation to determine the features and configuration of hardware and software (from among those supported or available) that will best match a user’s specific needs.
A help desk may be part of a larger user support group, or it may stand alone as the primary source of user support. In a large organization with many internal users, a help desk may be one of many IT support services offered. In a computer products vendor organization, a help desk may be the primary support service provided to customers. A help desk facility often includes one or more of these options: A physical location where internal workers or external clients can go when they have a question or problem, or want to request an office visit or a field service call.
How Organizations Provide a User Support Function Training offered via a training center or program that provides learning experiences, manuals, and other documentation on supported products Information and troubleshooting assistance provided by a help desk The user support center in some organizations may provide facilities management, application development help, and hardware repair services as well. 25 User Support as an IT Responsibility Although some organizations view user support as a separate, independent function, other organizations assign this responsibility to the IT department.
A Guide to Computer User Support for Help Desk and Support Specialists (6th Edition) by Fred Beisse