A Guide to Computer User Support for Help Desk and
Support Specialists, Third Edition
Fred Beisse
ISBN: 0-619-21510-0 © 2004
Additional online resources
Chapter 1
IBM z-Series mainframe
Sun Microsystems SunFire minicomputer:
IBM iSeries minicomputer
Peter Drucker’s 1995 article onknowledge workers in The Atlantic
Online computer glossaries
Description of Moore’s Law on theIntel Web Site
Timeline of GUI developmenthighlights
City of Orlando, Florida, use ofIBM iSeries minicomputer
Timeline of significant events inthe history of computers (requires Adobe Reader)
Timeline of significant events inthe history of personal computers
Slide show on the history of theInternet (requiresPowerPoint or viewer)
Jaekel & Associates white paper ontotal cost of ownership concept
White paper on measuring workerproductivity
Arguments by those opposed tosupermarket identification cards
JDA Professional Services Web Site on total cost of ownership ofcomputer systems
Web site devoted to informationabout tablet PCs
Chapter 2
American Staffing Association Web Site
Information Technology Associationof America Web site
Robert Half Web site with salarysurvey
Microsoft Web site for peer usergroups
TechRepublic article on thelocation of help desks withinorganizations
EDOTechnical Support Operations Web Site
Client Outsource Web Site
American Career InfoNet site forsupport specialist KSAs
ACE Web site with free skillassessment
Occupational Information Network(O*Net) Web site
State of Washington positiondescription
City of Des Moines, Iowa positiondescription
Computer Jobs
Just Help Desk Jobs
Monster.com
Dice.com
Occupational Information Network(O*Net)
Web resources on employmenttrends in user support industry
(requires Adobe Reader)
Indiana University Bloomingtonuser satisfaction survey
Chapter 3
Jeff Davis’s article oncommunication skills
Lillian D. Bjorseth’s article, “Shhh!Listen, Don’t Just Hear!”
Web article on empathy and trust
Microsoft Office FAQ
Web-based training courses onhelp desk and communication skills
Communication and listening skillsWeb-based training course vendor
Haywood Community CollegeTechnical Support
KnowYourType.com Web Site onMBTI
The Team Technology Web site onMyers-Briggs (MBTI)
Notes from Kate Nasser’s talk ondifficult users
TechRepublic article on handlingabusive callers
Leslie Barden’s paper, “Dealing with Difficult Customers”
Dell Support
Gateway Support
Improving usability of web sites
George Lawton’s article onimproving customer service
Voiceboard’s customer supportpolicies and procedures to increasecustomer self-reliance
Example of a help desk phone call
Jennifer Stewart Write101.com
The Keirsey Temperament Sorter II
Chapter 4
Digisoft web site on scripts
Example scripts in graphical format
Online bookseller Amazon.com
Online bookseller Barnes andNoble
Online bookseller Jim’s ComputerBooks
Microsoft Press troubleshootingseries Web page
Microsoft Web knowledge base
Google search engine
Dogpile search engine
TechRepublic Web site for supportprofessionals
About.com withconnections to supportprofessionals
Cyber Tech Help
List of Internet ListServs
Technical support provider Stream International
Expertcity GoToAssist product
LapLink Gold Classic Web site
Symantec pcAnywhere
NetOp Remote Control whitepaper(requires Adobe Reader)
Symantec System Works
PC Certify
Touchstone Software Web Site forWinCheckIt diagnostic utility
MetaQuest for Triagesoftware utilities
PC Surgeon
Symantec Norton Ghost
InCharge utilities
SolarWinds.NET
ComputerWorld publication
InformationWeek publication
InfoWorld publication
Microsoft troubleshooter forWindows 98 printer problems
Web Site for OtherFolder Windowsutility
Chapter 5
Monarch Computer Systems Web Site on hard disk compatibilityproblems
Microsoft Windows Catalog ofXP-compatible devices
Webopedia glossary entry for DIPswitches
Webopedia glossary entry forjumper pins
Universal Plug and Play Forum
InstallShield
Microsoft Web site on compatibilityof application software
VCOM System Commander dualbootutility
Shareware web sites
Winguides tutorial on WindowsRegistry basics
Utility tools to modify and restorethe Windows Registry
About.com site for generaltroubleshooting
Dr. Tech fee-based site for generaltroubleshooting via phone or Web
Computer Architect Web site forgeneral troubleshooting via e-mail
The PC Guide Web site forhardware troubleshooting
PC Mechanic Web site forhardware troubleshooting
Tom’s Hardware Guide forhardware troubleshooting
MacintoshOS.com Web site fortroubleshooting MacOS systems
InfiniSource Web site fortroubleshooting Windows systems
Microsoft product supportcenter for operating system andapplications software
Web site articles on problems withWindows operating system andapplications software
Google search engine
Ask Jeeves search engine
ZDnet product andtroubleshooting Web site
About.com moderated Web siteson computer topics
Dell knowledge base article ontime loss on Dell systems
NIST Web site to downloadNISTIME time synchronizationutility
Chapter 6
TriActive white papers on helpdesk staffing and operatingprocedures
demo/whitepapers/pdfs/optimizing_help_desk.pdf (requires AdobeReader)
MaryBaldwinCollege incidentmanagement procedure
University of ConnecticutLawSchool help desk procedures
Tutorial on telephone headsets andhelp desk productivity
Results.About.com Web site on jobstress
Remedy Help Desk softwareWeb site
Peregrine ServiceCenter help desksoftware Web site
Magic Solutions Service Desksoftware Web site
Clientele for Help Desks
HEAT help desk software
HelpTrac software
Track-It! help desk
Manage-IT! help desk software
Soffront Customer Helpdesk
BridgeTrak help desk software
Yahoo directory of help desksoftware vendors
eHelpDesk white papers on helpdesk software evaluation andselection
TechRepublic call-tracking softwareevaluation tool kit
Nortel Network Web site for ACDproducts
Database Systems Web site forACD products
Call Center Magazine article onACD systems
International EngineeringConsortium’s tutorial on IVRtechnology
HelpDesk Expert for IT Supportvideo demonstration
IBM Web-based support site
Online article and tutorial onintranets
BusinessWeek article “The NewGlobal Job Shift”
ComputerWorld article “ExportingIT Jobs”
Gateway computer user support
Adobe software user support
Symantec user support Web site
AlamoCommunity College’ssupport
MonarchBay Web site forHelpTrac software
Help Desk Institutecriteria for help desk evaluation
(requires Adobe Reader)
Chapter 7
Page Resource URL
Westbay Engineerssupport center staffing calculator
Keith Geddes & Associates helpdesk aptitude and skills test vendor
Walden Personnel Testing helpdesk aptitude and skills test vendor
Sample interview questionsdownload
Jeff Davis’ TechRepublic article onhelp desk training
Jeff Dray’s TechRepublic article onhelp desk training
Microsoft Project 2003
Kidasa MilestonesSimplicity 2002
Project ManagementInstitute Web site for projectmanagers
Microsoft certification
Cisco certification
Novell certification
Oracle certification
Sun Microsystemscertification
Listing of product vendors’ certification
CompTIA Web site on A+, Network+,Project+, and othervendor-neutralcertifications
Chauncey Group Web site forAssociate Technology Specialistcertification
Institute for Certification of ComputingProfessionals (ICCP)
Linux certification
A1
Society of InternetProfessionals certification
Help Desk Institutecertification
Help Desk 2000certification
MindLeaders onlinetraining and certification courses
NetwindLearningCenter onlinetraining and certification courses
InfoSource online training and certificationcourses
Specialized Solutions online trainingand certification courses
Aaron’s Computer Training onlinetraining and certification courses
LearnThat.com online training andcertification courses
Open Directory Web site with linksto other training and certificationvendors
informIT Exam Cram 2 Web site
Article on computeradaptive testing (CAT)
Brainbench.com Web site for Computer Technical Support onlinecertification test
Transcender Web site for certificationpretest assessment exams
John Norby’s MCDSTcertification Webcast
(requires free download of InterWiseParticipant Software)
Microsoft MCDSTcertification Web site
ITAA’s study of the demand fortechnology workers
(requires Adobe Reader)
Help Desk Institute home page forsupport professionals
Help Desk 2000 home page forsupport professionals
Association of Support Professionalshome page
Information Technology Associationof American home page
Service and SupportProfessionals Association homepage
Network and SystemsProfessionals Association homepage
ITAA code of ethical standards
Association of Information TechnologyProfessionals standards ofconduct
ComputerWorld 2003 IT salarysurvey
.
Salary.com Web sitewizard for industry salary data
TechRepublic article on help deskmorale and retention
Brainbench Web siteoffering free onlinecertification exam
CC News
CallCenter Magazine
Certification Magazine
CIO Insight
CommunicationsConvergence
Customer Inter@ctions
SupportIndustry.com (viae-mail only)
Extensive list of computertrade publications
Chapter8
Page Resource URL
Article on computer industrystandards
History of Computing Projectinformation on hardware andsoftware vendors
Open Directory Web site listspopular trade publications
Appendix 1
Page Resource URL
Google directory of business andtrade publications
List of e-zines targeted at thecomputer industry
Computing Review productreviews Web site
InfoWorld product comparisonWeb site
MacWorld product reviewWeb site
MaximumPC product reviewWeb site
Network Computing productbuyer’s guide Web site
PC Magazine product buyingguides
PCWorld product review Web site
Smart Computing product reviewWeb site
Tom’s Hardware Guide Web site
ZDnet product review Web site
PCWorld.com ratings of CD-RWdrives
ZDnet ratings of LCD monitors
CNET.com notebook buying guide
Search Engine Showdown comparisonof Internet search engines
PC Magazine article on software towrite PDF files
PCWorld article comparing taxpreparation software
Web site to run evaluation copiesof software packages
PayChex Web site for payrolloutsource services
Byte Magazine article onbenchmarking
BAPCO Web site on benchmarks
PassMark Software Web site onreliability testing
SPEC Web site on benchmark tests
VeriTest Web site on benchmarks
Article illustrating weighted pointmethod for selecting software andservices
Selection criteria used at UCLA
Web site to download DecideRightsoftware
RFP procedure manual for NorthCarolinaStateUniversity
Sample RFP for personal computersin St. Charles County, Missouri
RFP to develop a Web site forShoreline, Washington
(requires Adobe Reader)
HonoluluCommunity College listof product standards
“Acceptable Use of ComputingResources” at University ofOregon
Evaluator for Windows XPreadiness
Microsoft Windows XPcompatibility evaluator
Bytemark benchmark utilitydownload
Web site for System Analyzerbenchmark utility
Xmark benchmark utility download
Moocher Web site to downloadfile splitter utilities
Online survey Web sites
Information on how to writean RFP
Example Web site design RFPs
org/rfps/C52rfpweb.pdf(requires Adobe Reader)
Chapter 9
Geary Rummler’s project feasibilityguide
(requires AdobeReader)
Microsoft Web site for Visio, adiagramming and planning tool
Novagraph Web site for Chartist,a shareware diagramming tool
End user training needs assessmentWeb site
University of Minnesota Web siteon project charters
Project charter template
(requires Adobe Reader)
Mind Tools Web site on costbenefitsanalysis
Georgia Tech Web site on questionnairedesign
FlowchartingCenter tutorial onflowcharting
Texas A&M Web site on graphicaltools, including H-I-P-O charts
Example of a prototyping tool forWeb page design
Chapter 10
K-Log computer furniture vendorWeb site
Explanation of advantages anddisadvantages of ergonomicdevices
Heller’s guide to ergonomic furnitureand accessories
(requires Adobe Reader)
BusinessWeek article on assistivedevices by John M. Williams
nf91229c.htm
Ergoteam Web site on ergonomics
Cornell University Web site onergonomics
CherryLand Electric Web site onsurge suppressors
EPA Web site on Halon gas firesuppression systems
HARC Web site on alternatives toHalon fire suppression systems
Webopedia online computerglossary
The PC Guide Web site oncomputer hardware components
Publisher of PC Pocket Reference
Microsoft Web site for testingcompatibility of hardware
Lists of hardware devices compatiblewith Microsoft operatingsystems
PC911 online tutorial on UPSsystems
The PC Guide Web site on UPSsystems
D. E. Levine’s tutorial on UPSs
NIST Internet Time ServiceWeb site
Chapter 11A1
Don Clark’s glossary of trainingterms
Canadian government Web site onlearning styles
DiabloValleyCollege online surveyon learning styles
Paragon Learning Style Inventory
Alice Christudason’s online articleon peer learning
OSHA guidelines for “PresentingEffective Presentations with VisualAids”
Example multimedia presentationon using Visual Basic with Excel
(requires QuickTime; available for download at)
Example of a reference sheetfor HTML
Example of a reference sheet forUNIX operating system commands
Buyer’s guide for LCD and DLPprojectors
University of Sydney tutorial“An Introduction to the WorldWide Web”
University of Idaho resources onthe case study method
Web site on role playing
Example of a Web-based trainingsession at the DigitalThink Website
Susan Heathfield’s article ontrends in training and workerdevelopment
SCinc Web site on trainingprograms for help desk agents
Chapter on “Polishing YourPresentation Skills” from LorettaWeiss-Morris’ book.
(requires Adobe Reader)
A1
Mary Ann Richardson’s article, “Design Your Own Hands-OnTests to Get an Accurate Skills
Assessment”
Jeff Davis’ article, “Help Your HelpDesk Analysts Become TechnicalTrainers”
(includes link to download TechRepublic’sTechnical Trainer’s Toolkit)
Karen Cangero’s article, “TheEconomics of Web-based Training”
Ann Margaret Kearney’s article,“Real-world Advice for the NewTech Trainer”
Ellen Birkett Morris’s article, “Tipsfor Developing a Trainer EvaluationProcess”
J. Galimi and J. Furlonger’sarticle, “Critical Success Factorsfor Various Learning Methods”
Marsha Glick’s article, “TwelveSteps for Designing EffectiveTraining Programs”
Sun Microsystems’ white paper onlearning management systems
(requires Adobe Reader)
Ziiva vendor Web site resource onlearning management systems
University of Texas tutorial oncopyrights
Example WebCT learningmanagement courses
Soloman and Felder Web sitequestionnaire on the Index ofLearning Styles
Presentations
Syllabus
T.H.E Journal
Training
Training & Development
Home page for TechRepublicE-newsletters
Chapter 12
URL
Pacific Northwest NationalLaboratory Web site about onlinenewsletters
Mary Houten-Kemp’s e-mailetiquette Web site
Web site with links to usernominatedworst-of-the-Web sites
Hewlett-Packard online troubleshootingguide for DeskJet 682cinkjet printers
David A. McCurrey’s AustinCommunityCollege online technicalwriting textbook
The Technical Writer’s ReferencePage
Example of a style sheet maintainedby the English TeachingForum
Paul Brians’ WashingtonStateUniversity check list of commonmistakes in language use
Gene Myer’s WesternWashingtonUniversity list of writing errors toavoid
Online version of Strunk andWhite’s Elements of Style
Adobe FrameMaker Web site
WebWorks Publisher home page
Doc-To-Help Web page
RoboHelp Web site
PC Webopaedia onlinedictionary and glossary
FOLDOC online dictionary
Rensselaer University WritingCenter Web site with links totechnical writing resources
Chapter 13
Page Resource URL
Guardian Computer Support hardwarerepair services Web site
NetworkClue.com Web site onelectrical power problems andsolutions
Commercial Logic software troublereport form
NLANR Web site on networkperformance monitoring
Windows & .NET magazinearticle on network performancemonitoring tools
Links to network performancemonitoring utility software
Zone Labs Web site for firewallsoftware
A1Page Resource URL
Sygate Web site for PersonalFirewall
Microsoft Web site devoted tosecurity of its products
Microsoft MBSA security analyzer
Qualsys check for browservulnerabilities
Symantec free Web-based viruschecker
Mirapoint Message Directorsoftware
Bryan Feltin’s article on biometrics
(requires Microsoft Word or viewer)
Home page for SC Magazinedevoted to security issues
Home page for SCO magazine, aresource for security executives
University of Toronto disaster planguidelines and check lists
Example of disaster contingencyplan at University of Arkansas
University of Minnesota check listof workstation ergonomics
Trial version of Tally Systemssoftware audit tool
ISSP Web site on physical securityand controls
NIST Web site with downloadablebrochures on facilitiesmanagement
National Recycling Coalition oforganizations that recycle andreuse computers
Wipe Drive utility Web site
Darik’s Boot and Nuke disk cleanerutility program
Information about Dell’s recyclingprogram
Downloadable evaluation versionof FileBack PC backup utility
Downloadable trial version ofWinBack backup utility
Dantz Web site on progressivebackup advantages
(requires Adobe Reader)
Raxco white paper on mediadefragmentation
(requiresAdobe Reader)
Information on Diskeeper Litedefrag utility
Executive Software DKlitedownload site
List of freeware and sharewaredisk cleanup utilities
McAfee QuickClean disk cleanuputility
Action Office Supplies Web site
Amazon.com Web site
Boise Cascade Office ProductsWeb site
Cheap Office Supplies Web site
Clean Sweep Supply Web site
eBay auction Web site
Global Computer SuppliesWeb site
Keysan Web site
Office Depot Web site
OfficeMax Web site
PriceSCAN Web site
Quill Web site
Staples Web site
The PC Guide Web site onpreventive maintenance of PCs
A1 Computers Web site onpreventive maintenance of PCs
Clean Sweep Supply site forcleaning supplies
IBM white paper on computerviruses
Symantec antivirus home page
McAfee antivirus home page
F-Secure antivirus home page
Freebyte Web site with links tofree, shareware, and commercialantivirus software
Symantec AntiVirus Center Website on hoaxes
Example of virus hoax
Guide Star Web site oncustomer satisfaction surveys
Web site to obtain “The UserFriendly Office” flier
Cisco Web site on benefitsand support problems withworkers who telecommute
Industry white paper onchargeback systems for useaccounting
Article on ethical issues inemployee monitoring