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• Overview
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• Table of Contents

Table of Contents

1. Introduction to End-User Computing
2. Introduction to Computer User Support
3. Customer Service Skills for User Support Agents
4. Troubleshooting Computer Problems
5. Common Support Problems
6. Help Desk Operation
7. User Support Management
8. Product Evaluation Strategies and Support Standards
9. User Needs Analysis and Assessment
10. Installing End-User Computer Systems
11. Training Computer Users
12. Writing for End Users
13. Computer Facilities Management
Appendix A: User Support Information Resources
Appendix B: Answers to Check Your Understanding