Welcome to the online companion for A Guide to Computer User Support for Help Desk & Support Specialists, 2nd Edition. This site contains all the links found in the text, plus many additional Internet resources for further research.

Fall 2003 Syllabus

Presentations

• Tools, Technologies and Techniques
• Support Environments and Processes
• Common Software Tools and Features
• Performance and Reporting Tools
• Call Management and Problem Resolution Software
• Asset Change Management Tools
• Alerts and Notification Tools for Support
• Telephone Based Technology

Chapter Resources

Chapter One, Chapter Two, Chapter Three,

Chapter Four, Chapter Five, Chapter Six,

Chapter Seven, Chapter Eight, Chapter Nine,

Chapter Ten, Chapter Eleven, Chapter Twelve,

Chapter Thirteen

Files

• Article on Listening Skills for Help Desk Specialists
• Article on Biometrics
• Articles on Email Etiquette
• Ten ways to improve user utilization of your Help Desk
• New Employee Checklist
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• Phone Log 01
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• Phone Log 02
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