A Guide to Computer User Support for Help Desk and Support Specialists

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Author :
Publisher : Cengage Learning
ISBN 13 : 9780495806493
Total Pages : 592 pages
Book Rating : 4.8/5 (64 download)

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Book Synopsis A Guide to Computer User Support for Help Desk and Support Specialists by : Fred Beisse

Download or read book A Guide to Computer User Support for Help Desk and Support Specialists written by Fred Beisse and published by Cengage Learning. This book was released on 2009-09-16 with total page 592 pages. Available in PDF, EPUB and Kindle. Book excerpt: A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, FOURTH EDITION focuses on key information and skills for user support professionals, including troubleshooting and problem solving, successful communication with clients, determining a client's specific needs, and training end users. For those considering entering the field, alternate career paths for user-support workers are described. This text continues many of the successful features of previous editions, including Tips, On The Web pointers, Check Your Understanding self-tests, discussion questions, hands-on activities, and case projects. With balanced coverage of both people skills and technical skills, this book is an excellent resource for those in or preparing for the technical-support field. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

Guide to Computer Network Security

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Author :
Publisher : Springer Nature
ISBN 13 : 3031475496
Total Pages : 654 pages
Book Rating : 4.0/5 (314 download)

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Book Synopsis Guide to Computer Network Security by : Joseph Migga Kizza

Download or read book Guide to Computer Network Security written by Joseph Migga Kizza and published by Springer Nature. This book was released on 2024-02-20 with total page 654 pages. Available in PDF, EPUB and Kindle. Book excerpt: This timely textbook presents a comprehensive guide to the core topics in computing and information security and assurance realms, going beyond the security of networks to the ubiquitous mobile communications and online social networks that have become part of daily life. In the context of growing human dependence on a digital ecosystem, this book stresses the importance of security awareness—whether in homes, businesses, or public spaces. It also embraces the new and more agile and artificial-intelligence-boosted computing systems models, online social networks, and virtual platforms that are interweaving and fueling growth of an ecosystem of intelligent digital and associated social networks. This fully updated edition features new material on new and developing artificial intelligence models across all computing security systems spheres, blockchain technology, and the metaverse, leading toward security systems virtualizations. Topics and features: Explores the range of risks and vulnerabilities in all connected digital systems Presents exercises of varying levels of difficulty at the end of each chapter, and concludes with a diverse selection of practical projects Describes the fundamentals of traditional computer network security, and common threats to security Discusses the role and challenges of artificial intelligence in advancing the security of computing systems’ algorithms, protocols, and best practices Raises thought-provoking questions regarding legislative, legal, social, technical, and ethical challenges, such as the tension between privacy and security Offers supplementary material for students and instructors at an associated website, including slides, additional projects, and syllabus suggestions This important textbook/reference is an invaluable resource for students of computer science, engineering, and information management, as well as for practitioners working in data- and information-intensive industries. Professor Joseph Migga Kizza is a professor, former Head of the Department of Computer Science and Engineering, and a former Director of the UTC InfoSec Center, at the University of Tennessee at Chattanooga, USA. He also authored the successful Springer textbooks Ethical and Social Issues in the Information Age and Ethical and Secure Computing: A Concise Module.

Repetitive Strain Injury

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Author :
Publisher : New York : J. Wiley
ISBN 13 :
Total Pages : 248 pages
Book Rating : 4.F/5 ( download)

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Book Synopsis Repetitive Strain Injury by : Emil F. Pascarelli

Download or read book Repetitive Strain Injury written by Emil F. Pascarelli and published by New York : J. Wiley. This book was released on 1994-03-22 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: Explains how to treat and prevent different kinds of repetitive strain injuries, including Carpal Tunnel Syndrome.

A Guide to Computer User Support for Help Desk and Support Specialists

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Author :
Publisher : Cengage Learning
ISBN 13 : 1305445724
Total Pages : 706 pages
Book Rating : 4.3/5 (54 download)

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Book Synopsis A Guide to Computer User Support for Help Desk and Support Specialists by : Fred Beisse

Download or read book A Guide to Computer User Support for Help Desk and Support Specialists written by Fred Beisse and published by Cengage Learning. This book was released on 2014-09-01 with total page 706 pages. Available in PDF, EPUB and Kindle. Book excerpt: Equip current and future user-support professionals with the critical people skills and exceptional technical knowledge necessary to provide outstanding support with Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 6E. This useful guide focuses on the informational resources and technical tools students need most to function effectively in a support position. Readers develop the skills to handle troubleshooting and problem solving, successfully communicate with clients, determine a client's specific needs, and train end-users, as well as handle budgeting and other management priorities. Clear, balanced coverage in this edition highlights the latest trends and developments, from Web and e-mail-based support to assistance with Windows 7 and cloud computing. Engaging special features, such as Tips and On the Web Pointers, provide important insights, while new Discussion Questions and Case Projects encourage active participation in the learning process. Leading professional software HelpSTAR and Microsoft Office Project Professional 2010 accompany Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 6E to reinforce the knowledge and skills your students need for success in today's user-support positions. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

Observing the User Experience

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Author :
Publisher : Elsevier
ISBN 13 : 0123848709
Total Pages : 601 pages
Book Rating : 4.1/5 (238 download)

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Book Synopsis Observing the User Experience by : Elizabeth Goodman

Download or read book Observing the User Experience written by Elizabeth Goodman and published by Elsevier. This book was released on 2012-09-01 with total page 601 pages. Available in PDF, EPUB and Kindle. Book excerpt: Observing the User Experience: A Practitioner's Guide to User Research aims to bridge the gap between what digital companies think they know about their users and the actual user experience. Individuals engaged in digital product and service development often fail to conduct user research. The book presents concepts and techniques to provide an understanding of how people experience products and services. The techniques are drawn from the worlds of human-computer interaction, marketing, and social sciences. The book is organized into three parts. Part I discusses the benefits of end-user research and the ways it fits into the development of useful, desirable, and successful products. Part II presents techniques for understanding people's needs, desires, and abilities. Part III explains the communication and application of research results. It suggests ways to sell companies and explains how user-centered design can make companies more efficient and profitable. This book is meant for people involved with their products' user experience, including program managers, designers, marketing managers, information architects, programmers, consultants, and investors. - Explains how to create usable products that are still original, creative, and unique - A valuable resource for designers, developers, project managers - anyone in a position where their work comes in direct contact with the end user - Provides a real-world perspective on research and provides advice about how user research can be done cheaply, quickly and how results can be presented persuasively - Gives readers the tools and confidence to perform user research on their own designs and tune their software user experience to the unique needs of their product and its users

The IT Support Handbook

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Author :
Publisher : Apress
ISBN 13 : 1484251334
Total Pages : 199 pages
Book Rating : 4.4/5 (842 download)

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Book Synopsis The IT Support Handbook by : Mike Halsey

Download or read book The IT Support Handbook written by Mike Halsey and published by Apress. This book was released on 2019-10-03 with total page 199 pages. Available in PDF, EPUB and Kindle. Book excerpt: Become a more effective tech professional by learning how to provide the most useful IT support for your users. You'll learn how to efficiently and effectively deal with any type of problem, including operating systems, software, and hardware. IT support is often complex, time-consuming, and expensive, but it doesn't have to be with the right processes in place. Whether you're an individual, part of an IT support team, or managing staff supporting PC users in their homes, The IT Support Handbook will help you understand the right way to approach, troubleshoot, and isolate problems so they can be handled efficiently, with least disruption and cost to your business. You'll make yourself popular with your colleagues, and keep your customers and users happy and productive. What You'll LearnManage reporting, and keep a record of issues that occur Provide effective remote support for users away from home or working in another office Use error and system reporting in Windows to obtain high-quality, relevant information Spot patterns in user behavior that may be causing difficult-to-diagnose problems Be familiar with best practices to make you a better support professional Who This Book Is For IT professionals, IT support (on-site and remote), and system administrators who manage support teams. No prior knowledge is required.

Computer Hardware Maintenance

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Author :
Publisher : Butterworth-Heinemann
ISBN 13 : 9780750694940
Total Pages : 178 pages
Book Rating : 4.6/5 (949 download)

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Book Synopsis Computer Hardware Maintenance by : Stephen Rood

Download or read book Computer Hardware Maintenance written by Stephen Rood and published by Butterworth-Heinemann. This book was released on 1996 with total page 178 pages. Available in PDF, EPUB and Kindle. Book excerpt: Computer Hardware Maintenance presents the full scope and understanding of how the PC hardware maintenance function should operate and be managed in an organization, including steps involved in containing costs, keeping records, and planning the integration of the help desk function. In today's IS department too often the PC hardware maintenance function is treated as a 'necessary evil', with the understanding that eventually all equipment will have some degree of mechanical or electrical failure. This book discusses scenarios where keeping the maintenance function internal is most viable and where having it external, from a depot service, pickup and delivery, or on-site service, is most viable. Computer Hardware Maintenance concludes with brief descriptions of available third-party systems and how emerging trends in PC hardware configuration as proposed by the Desktop Management Task Force (DMTF) will have a major impact on the PC hardware maintenance function in the future.

Effective Help Desk Ticket Categories

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Publisher :
ISBN 13 : 9781688943070
Total Pages : 138 pages
Book Rating : 4.9/5 (43 download)

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Book Synopsis Effective Help Desk Ticket Categories by : Wayne Schlicht

Download or read book Effective Help Desk Ticket Categories written by Wayne Schlicht and published by . This book was released on 2019-08-27 with total page 138 pages. Available in PDF, EPUB and Kindle. Book excerpt: Want to lower support ticket cost, improve first contact resolution (FCR), and improve reporting? If you said yes, then Effective Help Desk Ticket Categories is for you! Is this a long-winded book full of unproven theories? No. This book gets right to the point with a detailed step-by-step guide based on 20 years of successful ticket category implementation projects. It designed for busy professionals at call centers, service desks and of course help desks. Is this book just for system engineers? Absolutely not! The guide is for everyone that works with support tickets. If you are a director, project manager or developer, this book will help improve your process. Why do I need this book? With our help, your project will be successful! Your final ticket classification design will be geared to productivity gains, not just a ticket filing system. Your project will save time and money! We provide time-saving quick-start templates and discuss how to maximize your resolution tools to close tickets faster. What is in the book? First, we explain what ticket classification is, why we use it, and the significant benefits. Then we identify project resources to engage early in the project and the ticket classification process. After that, we provide you a step-by-step quick start guide to get your ticket classification project up and running. Following that we expand on the quick start guide with a detailed explanation of each step including the most popular templates. Finally, we include a glossary of frequently used terms. Once implemented most teams will see significant improvements in the following areas. Cost savings - Cost per call, reduced escalation costs. Improved incident resolution rates. Major Incident Management MTTR reduction. Issue avoidance - better problem management inputs. Enterprise reporting maturity. Agent training improvements.

How to Manage the IT Helpdesk

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Author :
Publisher : Routledge
ISBN 13 : 0750649011
Total Pages : 374 pages
Book Rating : 4.7/5 (56 download)

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Book Synopsis How to Manage the IT Helpdesk by : Noel Bruton

Download or read book How to Manage the IT Helpdesk written by Noel Bruton and published by Routledge. This book was released on 2002 with total page 374 pages. Available in PDF, EPUB and Kindle. Book excerpt: The result of over 15 years of practical experience, this volume offers tools for measuring IT help desk productivity and features ten steps for successful support, demonstrating successes and failures through real life case studies.

Absolute Beginner's Guide to Computer Basics

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Publisher : Pearson Education
ISBN 13 : 0789742535
Total Pages : 452 pages
Book Rating : 4.7/5 (897 download)

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Book Synopsis Absolute Beginner's Guide to Computer Basics by : Michael Miller

Download or read book Absolute Beginner's Guide to Computer Basics written by Michael Miller and published by Pearson Education. This book was released on 2010 with total page 452 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everything casual users need to know to get the most out of their new Windows 7 PCs, software, and the Internet, including Facebook, craigslist, Twitter, and Wikipedia.

A Guide to Service Desk Concepts

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Author :
Publisher : Thomson South-Western
ISBN 13 : 9781285063539
Total Pages : 416 pages
Book Rating : 4.0/5 (635 download)

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Book Synopsis A Guide to Service Desk Concepts by : Donna Knapp

Download or read book A Guide to Service Desk Concepts written by Donna Knapp and published by Thomson South-Western. This book was released on 2013-02-14 with total page 416 pages. Available in PDF, EPUB and Kindle. Book excerpt: Translate technical expertise into an effective career in computer user support with the help of Knapp's A GUIDE TO SERVICE DESK CONCEPTS, 4E, International Edition. This trusted, contemporary guide introduces the latest developments, research, resources and trends as they happen in computer user support. Readers explore the various types of service desks and gain a solid understanding of the diverse roles and skills required. This edition also reviews the processes and technologies that ensure the service desk is operating effectively and examines how today's leading organizations measure service desk success.The author references the very latest ITIL® 2011 best practices, leading quality and IT service management frameworks and standards to ensure this edition presents the most recent information regarding the role of outsourcing and certification in the service desk. New case studies and projects as well as updated chapters highlight the evolving role of the service desk and how technology trends, such as cloud computing, virtualization, mobile technology and consumerization, are impacting the service desk. New material also examines the current emphasis on self-help and the effects of self-healing capabilities within newer generation technologies.

Executive Support Systems

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Author :
Publisher : Irwin Professional Publishing
ISBN 13 : 9780870949555
Total Pages : 280 pages
Book Rating : 4.9/5 (495 download)

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Book Synopsis Executive Support Systems by : John Fralick Rockart

Download or read book Executive Support Systems written by John Fralick Rockart and published by Irwin Professional Publishing. This book was released on 1988-01-01 with total page 280 pages. Available in PDF, EPUB and Kindle. Book excerpt: Studies the use of computers by senior management, and addresses the particular problems and benefits encountered by over thirty companies

Guide to the Software Engineering Body of Knowledge (Swebok(r))

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Author :
Publisher :
ISBN 13 : 9780769551661
Total Pages : 348 pages
Book Rating : 4.5/5 (516 download)

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Book Synopsis Guide to the Software Engineering Body of Knowledge (Swebok(r)) by : IEEE Computer Society

Download or read book Guide to the Software Engineering Body of Knowledge (Swebok(r)) written by IEEE Computer Society and published by . This book was released on 2014 with total page 348 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the Guide to the Software Engineering Body of Knowledge (SWEBOK(R) Guide), the IEEE Computer Society establishes a baseline for the body of knowledge for the field of software engineering, and the work supports the Society's responsibility to promote the advancement of both theory and practice in this field. It should be noted that the Guide does not purport to define the body of knowledge but rather to serve as a compendium and guide to the knowledge that has been developing and evolving over the past four decades. Now in Version 3.0, the Guide's 15 knowledge areas summarize generally accepted topics and list references for detailed information. The editors for Version 3.0 of the SWEBOK(R) Guide are Pierre Bourque (Ecole de technologie superieure (ETS), Universite du Quebec) and Richard E. (Dick) Fairley (Software and Systems Engineering Associates (S2EA)).

A Guide to Computer User Support for Help Desk and Support Specialists

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Author :
Publisher : Cengage Learning
ISBN 13 : 9781133187820
Total Pages : 674 pages
Book Rating : 4.1/5 (878 download)

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Book Synopsis A Guide to Computer User Support for Help Desk and Support Specialists by : Fred Beisse

Download or read book A Guide to Computer User Support for Help Desk and Support Specialists written by Fred Beisse and published by Cengage Learning. This book was released on 2012-03-26 with total page 674 pages. Available in PDF, EPUB and Kindle. Book excerpt: Equip current and future user-support professionals with the critical people skills and exceptional technical knowledge necessary to provide outstanding support with Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 5E. This useful guide focuses on the informational resources and technical tools students need most to function effectively in a support position. Readers develop the skills to handle troubleshooting and problem solving, successfully communicate with clients, determine a client's specific needs, and train end-users, as well as handle budgeting and other management priorities. Clear, balanced coverage in this edition highlights the latest trends and developments, from Web and e-mail-based support to assistance with Windows 7 and cloud computing. Engaging special features, such as Tips and On the Web Pointers, provide important insights, while new Discussion Questions and Case Projects encourage active participation in the learning process. Leading professional software HelpSTAR and Microsoft Office Project Professional 2010 accompany Beisse's A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, 5E to reinforce the knowledge and skills your students need for success in today's user-support positions. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

Exploring Computer Systems

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Author :
Publisher :
ISBN 13 : 9781911174967
Total Pages : 170 pages
Book Rating : 4.1/5 (749 download)

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Book Synopsis Exploring Computer Systems by : Kevin Wilson

Download or read book Exploring Computer Systems written by Kevin Wilson and published by . This book was released on 2019-10-07 with total page 170 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bits, bytes, logic, RAM, CPUs, hard drives and SSD drives. Master the geeky acronyms and simplify computer hardware & terminology with ease. Computer hardware with all its technical jargon can be baffling, even for the moderately experienced user. This book is ideal for a computing course, whether in high school, college or first degree. Step-by-step, visual approach to help you quickly decode the jargon Plenty of full color, illustrated screenshots and photographs to help you Presented in an easy and simple to read format. This book looks at Computer fundamentals: logic gates, binary arithmetic, hexadecimal, and number base conversions Data compression and encryption Hardware components: CPUs, RAM, Hard Drives, Portable Drives, video cards memory cards, motherboards, and the BIOS Inside the CPU, CPU architecture, instructions sets, and the fetch execute cycle Data Storage: bits, bytes, kilo bytes, megabytes, giga bytes and tera bytes Computer ports: VGA, HDMI, DVI, USB 2&3, FireWire, RJ45 ethernet, eSATA and more Different types of computer: desktops, laptops, netbooks, tablets, hybrids and supercomputers Operating systems: process management, memory management, file management Computer Software: applications, system software Computer peripherals: laser and inkjet printers Types of computer networks, Network topologies, LANs, WANs, MANs, fibre optics and ethernet WiFi and Cellular internet connections The internet: email, the cloud, the world-wide web, and packet switching IP Addressing, web servers, DNS servers and DHCP servers, TCP/IP model, OSI model and more... Techniques are illustrated step-by-step using full color photography and screen prints throughout, together with concise, easy to follow text from an established expert in the field, provide a comprehensive guide to computer systems.

Compact American Dictionary of Computer Words

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Author :
Publisher : Houghton Mifflin
ISBN 13 :
Total Pages : 344 pages
Book Rating : 4.3/5 ( download)

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Book Synopsis Compact American Dictionary of Computer Words by : American Heritage Dictionary

Download or read book Compact American Dictionary of Computer Words written by American Heritage Dictionary and published by Houghton Mifflin. This book was released on 1998 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Look inside for precise, thorough definitions for the core vocabulary of today's technology. Whether you use a PC or a Mac, you will find everything here you need in order to understand hardware, software, and cyberspace: precise, easy-to-understand definitions; extensive cross-references that connect related concepts; abbreviations, acronyms, and trademarks defined and explained; tables and illustrations; and an extensive subject index for easy reference."--BOOK JACKET.Title Summary field provided by Blackwell North America, Inc. All Rights Reserved

The CRPG Book: A Guide to Computer Role-Playing Games

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Author :
Publisher :
ISBN 13 : 9781999353308
Total Pages : 528 pages
Book Rating : 4.3/5 (533 download)

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Book Synopsis The CRPG Book: A Guide to Computer Role-Playing Games by : Felipe Pepe

Download or read book The CRPG Book: A Guide to Computer Role-Playing Games written by Felipe Pepe and published by . This book was released on 2019-09 with total page 528 pages. Available in PDF, EPUB and Kindle. Book excerpt: Reviews over 400 seminal games from 1975 to 2015. Each entry shares articles on the genre, mod suggestions and hints on how to run the games on modern hardware.