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Index
Preface CHAPTER 1 Introduction to Computer User Support
Historical Changes in Computer Use
The 1950s and 1960s: Early Computers The 1970s: The First Steps Toward Decentralized Computing The 1980s and 1990s: The Growth of Decentralized Computing The Late 1990s and 2000s: The Era of Distributed and Network Computing The 2010s and Beyond: Cloud Computing
Classifying End Users
Environment Skill Level Frequency of Use Software Used Features Used Relationship
Resources End Users Need
Basic Hardware Add-on Peripherals Hardware Maintenance and Upgrades Software and Software Upgrades Supplies Data and Information Technical Support Facilities, Administration, and Overhead Total Cost of Ownership
End-User Application Software Problems End Users Experience
Waste of Resources User Mistakes Computer Crime Theft of Resources Invasion of Privacy Abusive Users Computer Viruses Health Problems
Addressing the Need for User Support Workers How Organizations Provide a User Support Function
Peer Support Part-Time User Support User Support Worker or Work Team Help Desk Support User Support Center User Support as an IT Responsibility User Support Outsourced to a Vendor
User Support Services
Staff a Help Desk, Hotline, or Chat Service to Provide Information Provide Technical Troubleshooting Assistance Locate Information to Assist Users Evaluate Hardware, Software, and Network Products Coordinate Organization-Wide Support Standards Perform Needs Analysis and Provide Purchase Assistance for Users Provide Installation Assistance Provide Training on Computer Systems and Procedures Prepare Documentation on Computer Use Assist Users with Software Development Projects Position Descriptions for User Support Staff Knowledge, Skills, and Abilities
Alternative Career Paths for User Support Workers
Programmer/Developer Network Technician Web Site Maintainer Support Manager Project Manager Trainer/Technical Writer Security Specialist
Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects
CHAPTER 2 Customer Service Skills for User Support Agents
Communication and Customer Service Skills
Listen Carefully Build Understanding Respond Effectively
Develop an Effective Personal Communication Style Special Challenges of Telephone Communication Develop an Incident Management Strategy
Ask Goal-Directed Diagnostic Questions Be Honest Say “I Don’t Know” When You Don’t Apologize Say “Thank You” Use Incident Management, Not User-Management, Techniques Teach Self-Reliance
Customer Service and Personality Types Strategies for Difficult Clients and Incidents
Users Who Complain Contacts by “Power Users” Incidents That Get Off Track Users Who Are Upset or Angry Users Who Are Abusive Users Who Are Reluctant to Respond Users Who Won’t Stop Responding
Client-Friendly Web Sites and Web 2.0
Content Organization Format Mechanics
Comprehensive Client Services Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects
CHAPTER 3 Writing for End Users
Types of User Documentation
Brochures and Flyers Newsletters Handouts and Training Aids User Guides, Handbooks, and Manuals Online Help Systems Email, Chat, and Text Messages Web Pages Proposals, Letters, and Memos Procedural and Operational Documentation Troubleshooting Guides
How Technical Writing Differs from Other Writing
Technical Writing Style How Technical Documents Are Organized
Document Planning
Who Is the Target Audience? What Does the Audience Already Know? What Does the Audience Need to Know? What Do You Want the Audience to Be Able to Do? What Medium Will Be Used to Transmit the Document to Its Audience?
The Technical Writing Process
Step 1: Generate an Idea List Step 2: Organize the List into an Outline Step 3: Expand the Outline into a First Draft Step 4: Edit the Draft Step 5: Get an Outside Review Step 6: Revise the Draft Step 7: Proofread the Document
Technical Writing Strategies
Analogies Repetition Consistent Word Use Parallel Structure Consistent Verb Tense
Common Technical Writing Problems
Clutter Inappropriate Typefaces Gender References Unclear Referents Passive Voice Nominalization Wordiness Jargon Undefined Acronyms Dangling Modifiers
Technical Writing Tools Documentation Evaluation Criteria Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects
CHAPTER 4 Skills for Troubleshooting Computer Problems
What is Troubleshooting?
Problem-Solving Skills Critical-Thinking Skills Decision-Making Skills
Tools Troubleshooters Use
Communication Skills Information Resources Diagnostic and Repair Tools Problem-Solving Strategies Personal Characteristics of Successful Troubleshooters
Developing Your Own Approach to Problem Solving Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects
CHAPTER 5 Common Support Problems
Common End-User Problems
Hardware Problems Software Problems User Problems Documentation Problems Vendor Problems Operating Environment Problems Network Problems
Problem-Solving Processes Applied to Typical End-User Problems
Problem 1: Sounds Like Trouble Problem 2: The Problem with Modems Problem 3: Give Credit Where It Is Due Problem 4: Antivirus Protection Worth Every Cent You Pay for It Problem 5: The Path Not Taken Problem 6: The Nonresponsive Network Problem 7: The Big, Red X
Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects
CHAPTER 6 Help Desk Operation
What Is a Help Desk? The Incident Management Process
1. Receive the Incident 2. Prescreen the Incident 3. Authenticate the User 4. Log the Incident 5. Screen the Incident 6. Prioritize the Incident 7. Assign the Incident 8. Track the Incident 9. Escalate the Incident 10. Resolve the Incident 11. Close the Incident 12. Archive the Incident
Best Practices for Help Desk Operations Physical Layout of Help Desk Work Areas Job Stress in Help Desk Work Help Desk Technology and Tools
Help Desk Software HelpSTAR® Software Computer Telephony Systems Web-Based Support
Trends in Help Desk Operation
Technology Trends Workplace Trends
Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects
CHAPTER 7 User Support Management
Managerial Concerns: Mission, Budgets, Staffing, Training, and Performance
User Support Mission Budgeting for User Support Services Staffing the Help Desk User Support Staff Training User Support Performance Evaluation and Justification
User Support Certification
Formal Education Certification Vendor-Specific Certification Industry-Standard Certification User Support and Help Desk Certification User Support Center Certification Programs The Benefits of Certification Certification Exam Preparation
User Support as a Profession Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects
CHAPTER 8 Product Evaluation Strategies and Support Standards
How Product Standards Emerged Methods for Evaluating and Selecting Computer Products
Information Resources Decision-Making Tools
Product Support Standards
How Computer Product and Support Standards Develop How Organizations Implement Computer Product and Support Standards Acceptable Use Guidelines
Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects
CHAPTER 9 End-User Needs Assessment Projects
Overview of User Needs Analysis and Assessment End-User Needs Analysis Steps and Tasks
Step 1: Understand the End User’s and the Organization’s Goals Step 2: Understand the Decision Criteria and Constraints Step 3: Define the Problem Clearly Step 4: Identify the Roles of Stakeholders Step 5: Identify Sources of Information Step 6: Develop an Understanding of the Existing System Step 7: Investigate Alternatives to the Existing System Step 8: Develop a Model of the Proposed Solution Step 9: Make a Build-Versus-Buy Decision
Needs Analysis and Assessment Tools
Project Charter Cost-Benefit Analysis Data-Collection Instruments Charts and Diagrams Prototyping Software
Managing a User Support Project
Project Management Steps Project Management Tools Other Needs Assessment and Project Management Tools
Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects
CHAPTER 10 Installing and Managing End-User Computers
System Installation Overview Preinstallation Site Preparation
Location Ergonomics Power Requirements Network and Telephone Access Air Conditioning Lighting Fire Suppression
Site Management Documentation Hardware Installation Tools Common Hardware Installation Steps Typical Operating System and Network Installation Steps
Operating System Installation Network Installation
Typical Steps to Install Application Software Typical Installation Wrap-Up Tasks Ongoing Site Management Responsibilities
Media Backup Monitoring Potential Security Threats Disaster and Contingency Planning
Other Site Management Activities
Preventive Maintenance Computer Supplies Managing the Recycling of Computers, Peripherals, and Supplies
Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects
CHAPTER 11 Training Computer Users
What is Training? The Training Process Step 1: Plan the Training
Determine the Trainees’ Backgrounds Determine What Trainees Already Know Determine the Trainees’ Content Needs Determine the Skill Level Trainees Need Define the Training Objectives
Step 2: Prepare for the Training
Specify Which Topics Will Be Covered Organize the Topics Select an Effective Training Format How Learners Learn Select Delivery Methods for the Training Materials Develop Specific Training Materials Design Training Evaluation Methods
Step 3: Present the Training
Practice the Presentation Arrive Early to Check Out the Facility Don’t Read Notes or PowerPoint Slides Verbatim Don’t Try to Cover Too Much Material Teach the Most Important Skills Use Humor Sparingly Pause for Comprehension Checks Monitor the Training Environment Provide Frequent Breaks Obtain Professional Feedback
Step 4: Progress Toward Higher-Quality User Training Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects
CHAPTER 12 A User Support Utility Tool Kit
Introduction to Utility Software and Information Resources Categories of Utility Software Tools
Hardware Support System Information Software Support—Operating Systems Software Support—Applications System Problem Diagnosis Network Support Internet Support File Management Tasks Performance Enhancements Security Solutions User Support Tools
Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects
APPENDIX A Answers to Check Your Understanding Questions APPENDIX B HelpSTAR® Student Edition APPENDIX C User Support Presentations and Meetings
Index
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