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Answering questions about software and hardware is a full-time job for hundreds of thousands of people. IBM alone has over 20,000 full-time technical support personnel. This is a book about and for the technical support industry. It describes how to set up and manage a technical support operation, covers techniques for handling support questions by phone, and explains how to estimate the cost of a technical support operation. The book includes profiles of successful technical support operations at companies such as WordPerfect Corporation.
A Beginner's Guide To Understanding Technical Support
A Beginner's Guide To Understanding Technical Support is a unique guide designed for anyone wishing to venture into the field of technical support. This book will provide a basic understanding of the processes, entities, and issues within a support organization so that anyone wishing to know more about the support organization functions or wanting to pursue a career in this area receives the information they need to make their informed decision.
Self-Help Tech Support
Many times helpdesks have limited staff to handle the high volume of support calls. This can result in higher hold times or delays in answering your technical questions. The answer may be as simple as restarting the computer. Having the knowledge of simple technical tools will help you avoid long hold times or a long conversation. Not only do you save yourself from frustration from long tech support calls but you also get your computer up and running quicker.
A Guide to Computer User Support for Help Desk and Support Specialists
The latest book from Cengage Learning on A Guide to Computer User Support for Help Desk and Support Specialists, International Edition
A Guide to Computer User Support for Help Desk & Support Specialists
A standard for help desk professionals and those considering becoming support professionals, this text focuses on key information for user support professionals, including decision making, communicating successfully with a client, determining the client's specific needs, and writing for the end user. This text has been updated to reflect the latest in support industry trends, especially the use of Web and email-based support. For those considering entering the field, alternate career paths for user-support workers are described. This edition has retained and updated the CloseUp feature, which details real-life scenarios of working professionals and issues in the workplace. With balanced coverage of both people skills and technical skills, this book is an excellent resource for those in the technical-support field.
Delivering World-Class Technical Support
Technical support is essential for any computer vendor, whether to answer application questions or to handle the problems that inevitably occur. This book will help any company develop a top-flight technical support department., offering guidelines on both organization and development. It discusses such topics as work distribution, scheduling and organization, and more.
It Technical Support Troubleshooting Pocket Guide
When working on a PC, laptop or mobile device, you'll want to keep this handy PC Troubleshooting Pocket Guide by your side. Jean Andrews provides clear, complete explanations to make technical topics easy to understand. The PC Troubleshooting Pocket Guide will help individuals diagnose computer problems with ease and speed. This portable, compact volume provides essential diagnostic and troubleshooting information, and is an essential tool for anyone who needs to find computer information quickly and efficiently.
Technical Support Essentials
Technical Support Essentials is a book about the many facets of technical support. It attempts to provide a wide array of topics to serve as points of improvement, discussion, or simply topics that you might want to learn. The topics range from good work habits to the way technical support groups establish their own style of work. This book applies theories, models, and concepts synthesized from existing research in other fields—such as management, economics, leadership, and psychology—and connects them to technical support. The goal is to build on the work of others and allow their success to evolve the profession. The book’s broad perspective looks at proven practices, legal issues, dealing with customers, utilizing resources, and an array of other topics of interest to tech support professionals.
ICT Systems Support Level 2
This book provides exactly what students need to complete their chosen route in the new e-Quals IT Practitioner qualifications from City & Guilds at Level 2. It contains the four units needed, providing the depth and breadth of information required to succeed in this qualification. A clear and accessible step-by-step approach ensures that students have a thorough understanding of all the key concepts. Multiple choice revision sections ensure that they are ready for their exams.
How to Manage the IT Help Desk
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 * ...
