TY - BOOK ID - 19459727 TI - Technical support essentials : advice you can use to succeed in technical support PY - 2009 SN - 1430225475 9786612981364 1430225483 1282981366 9781282981362 9781430225485 PB - [Berkeley, Calif.] : Apress, DB - UniCat KW - Information Technology KW - Computer Science (Hardware & Networks) KW - Computer technical support. KW - Support, Computer technical KW - Technical support, Computer KW - Business. KW - Management science. KW - Computers. KW - Business and Management. KW - Business and Management, general. KW - Information Systems and Communication Service. KW - Automatic computers KW - Automatic data processors KW - Computer hardware KW - Computing machines (Computers) KW - Electronic brains KW - Electronic calculating-machines KW - Electronic computers KW - Hardware, Computer KW - Computer systems KW - Cybernetics KW - Machine theory KW - Calculators KW - Cyberspace KW - Quantitative business analysis KW - Management KW - Problem solving KW - Operations research KW - Statistical decision KW - Trade KW - Economics KW - Commerce KW - Industrial management KW - Computer industry KW - Computer service industry KW - Customer services KW - Information systems. UR - https://www.unicat.be/uniCat?func=search&query=sysid:19459727 AB - 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. ER -