PCS125 First Half Chapter 1 Introduction to End User Computing (slides) Chapter 2 Introduction to Computer User Support (slides) Chapter 3 Customer Service Skills for User Support Agents (slides) Chapter 4 Troubleshooting Computer Problems (slides) Chapter 5 Common Support Problems (slides) Chapter 6 Help Desk Operations (slides) Chapter 7 User Support Management (slides) Second Half Chapter 8 Product Evaluation Strategies and Support Standards (slides) Chapter 9 User Needs Analysis and Assessment (slides) Chapter 10 Installing End-User Computer Systems (slides) Chapter 11 Training Computer Users (slides) Chapter 12 Writing for End Users (slides) Chapter 13 Computer Facilities Management (slides) Technical Report Drafts
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