LEADER 00000cam a2200301Ma 4500 
001    15628425 
003    OCoLC 
008    090415s2010    maua     b    001 0 eng d 
020    9780495806493 (pbk.) 
020    0495806498 (pbk.) 
020    9781439042052 (International ed.) 
020    1439042055 (International ed.) 
040    BURCL|cBURCL|dYDXCP|dSINPL|dBTCTA|dKUT|dUKMGB 
050  4 QA76.9.E53|b.B45 2010 
100 1  Beisse, Fred,|d1942- 
245 12 A Guide to computer user support for help desk and support
       specialists. 
250    4th ed. 
260    Boston, MA :|bCourse Technology,|cc2010. 
300    xxii, 674 p. :|bill. ;|c24 cm. +|e2 CD-ROM's (4 3/4 in.). 
504    Includes bibliographical references and index. 
505 0  Introduction to computer user support -- Customer service 
       skills for user support agents -- Skills for 
       troubleshooting computer problems -- Common support 
       problems -- Help desk operations -- User support 
       management --- Product evaluation strateg 
650  0 End-user computing|xManagement. 
650  0 Information technology|xManagement. 
650  0 Microcomputers|xMaintenance and repair. 
907    .b15628425|b10-06-15|c12-05-11 
945    QA76.9.E53|b.B45 2010|g0|i37522005482013|j0|on|p0.00|q-|r-
       |s-|t0|u2|v0|w0|x0|y.i14764532|z09-27-11|llsf 
945    QA76.9.E53|b.B45 2010|g0|i37522005482021|j0|on|p0.00|q-|r-
       |s-|t0|u2|v0|w0|x0|y.i15080146|z03-26-12|llsf 
998    ccq|b12-05-11|cm|db|en|feng|gmau|h2