The Art of Technical SupportHelping people use technology is a complex combination of technical knowledge, diagnostic acumen and human communications. This series of lectures discusses a wide range of techniques that I found useful when I was delivering and managing technical support to computer users in the 1980s. Most of the lectures have a page of review questions available. Last given at John Abbott College in 1997. BEFORE USING THESE MATERIALS FOR OTHER PURPOSES, SEE MY COPYRIGHT RESTRICTIONS.  |
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1 How to Study & Use Technical Information 2 How to Solve Technical Problems 3 How to Handle Difficult Calls 4 How to Work in a Tech Support Team 5A How to Work with Vendor Support 5B How to Build Bridges to Your Users 6 INFOSEC for Tech Support (1) 7 INFOSEC for Tech Support (2) 8A Ethical Issues in Cyberspace and in the Workplace 8B How to Teach
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