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A Beginner's Guide to Understanding Technical Support by Jose-Albin D. Afable, softcover, 83 pages, 2002, $10.95 |
Overview
A unique guide designed for anyone wishing to venture into the field of technical support. This book will give detailed information about the different areas and people within a technical support organization. It will look at the levels of support within the support organization and how they function, interact, and manage their service requirements. Overall, it will provide a basic understanding of the processes, entities, and issues within a support organization so that anyone starting out in a support position, or wanting to pursue a career in this industry, receives the information they need to make an informed decision.
A Beginner’s Guide To Understanding Technical Support will inform you of the different areas within technical support, walk you through the process of how issues are resolved, and hopefully motivate you into creating new ideas to improve certain aspects of the industry.
Table of Contents
- Levels of Support
-
Users
- Types of Users
- Dealing With Users
-
Managing User Expectations
- Service Level Agreements
- Measuring Support Services
-
Support Level Relationships
- Managing Support Level Relationships
- Support Level Positions
- Support Level Personnel Requirements
- Thinking About a Technical Support Career?
- The Future of Technical Support
Appendix A: Terms and Definitions
Appendix B: Listing of Computer Hardware and Software Manufacturers
Appendix C: Online Support Resources
Appendix D: Online Job Resources
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