Download A Guide to Computer User Support for Help Desk and Support Specialists, 5th Edition
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A Guide to Computer User Support for Help Desk and Support Specialists, 5th Edition
Download A Guide to Computer User Support for Help Desk and Support Specialists, 5th Edition
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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.
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Product details
Paperback: 674 pages
Publisher: Course Technology Cengage Learning; 5th edition (March 26, 2012)
Language: English
ISBN-10: 113318782X
ISBN-13: 978-1133187820
Product Dimensions:
7.2 x 1.2 x 9 inches
Shipping Weight: 2.4 pounds
Average Customer Review:
3.7 out of 5 stars
59 customer reviews
Amazon Best Sellers Rank:
#863,959 in Books (See Top 100 in Books)
I bought this book for a community college class. The author packs a lot of information in! The layout is easy to follow. The page edges are colored at the end of each chapter, which helps navigate the text. There are practice questions with answers, which have helped me study for the tests. The activities at the end of the chapters are relevant to a student in computer user support. There are a lot of internet links to additional information and resources, far more than I had time to inspect. A few that I followed had good information, though. I also used the author's pages a couple of times. Instead of including a code for the helpdesk activity in appendix B / chapter 6, the author found software that can be accessed on a free trial basis. I think this book could be useful as a self-study tool as well.
This isn't what you think it is. You won't learn anything about actually working as a user support agent at a help desk. If you think it's important to know about the 7 steps to prepare to load new software on a computer then jump right in, but there's nothing in here you couldn't intuit on your own or find very quickly with Google.
Book condition was poor, binding was off and glue was not holding pages. Rented so never used the software, but got charged to purchase. Information is common sense and as a reviewer states, there was no use for the book. It was not worth the price. As another reviewer states, would not deal with anything related to Cengage, and as another reviewer states, information is outdated and would prefer to give it no star.
I had to have this for my class. Renting on here saved me about 200 dollars from buying in school.If it wasn't a required textbook for a required class at NCTC to complete my associates i wouldn't have ordered it.The material isn't that great. Most of it is honestly common sense.
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.
NOT WORTH IT. BUT NEEDED IT FOR SCHOOL
I had to buy this for a college course. It comes with a program that teaches you how to make customer service tickets... if you've ever worked in any kind of phone support/call center you will already know how to do this.
Bought this as it was required reading for a college course. Very well written and gives thorough insights in to the operation of help desks and the processes used to develop training materials.
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