| Description |
1 online resource (xvii, 269 pages) |
| Summary |
"Technical Support Essentials is a book about the many facets of technical support. It attempts to provide a wide array of topics to serve as points of improvement, discussion, or simply topics that you might want to learn. The topics range from good work habits to the way technical support groups establish their own style of work. This book applies theories, models, and concepts synthesized from existing research in other fields - such as management, economics, leadership, and psychology - and connects them to technical support. The goal is to build on the work of others and allow their success to evolve the profession. The book's broad perspective looks at proven practices, legal issues, dealing with customers, utilizing resources, and an array of other topics of interest to tech support professionals."--Page 4 of cover |
| Bibliography |
Includes bibliographical references and index. |
| Contents |
pt. 1. Advice for dealing with yourself and your work -- pt. 2. Working with others -- pt. 3. The support organization -- pt. 4. Working with customers. |
| Access |
University staff and students only. Requires University Computer Account login off-campus. |
| Subject |
Information technology -- Management.
|
|
Technologie de l'information -- Gestion. |
|
Information technology -- Management. |
|
Informatique. |
|
Information technology -- Management |
| Other Form: |
Print version: Sanchez, Andres R. Technical support essentials. [New York, NY] : Apress, 2009 9781430225478 (OCoLC)566277616 |
| ISBN |
9781430225485 |
|
1430225483 |
|
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