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Chapter 1 - A Guide to Computer User Support for Help Desk...

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A Guide to Computer User Support for Help Desk & Support Specialists Fourth Edition by Fred Beisse Chapter 1 Introduction to Computer User Support
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A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 2 Chapter Objectives In this chapter, students will learn about: How historical changes in computer technology have affected computer use Ways to classify end users Resources computer users need and major categories of end-user software Common problems users encounter
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A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 3 Chapter Objectives (continued) The job market demand for user support workers Common ways to organize and provide support services Typical position descriptions for user support staff The knowledge, skills, and abilities for an entry- level support position Career paths for user support workers
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