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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.
Today's support operations face greater responsibilities than the help desks of the 1990s. That's because customers expect 24x7 assistance on whatever channel they choose - no matter what type of products and/or services they buy. The Complete Guide t
Answering questions about software and hardware is a full-time job for hundreds of thousands of people. IBM alone has over 20,000 full-time technical support personnel. This is a book about and for the technical support industry. It describes how to set up and manage a technical support operation, covers techniques for handling support questions by phone, and explains how to estimate the cost of a technical support operation. The book includes profiles of successful technical support operations at companies such as WordPerfect Corporation.
This book provides a history of emergency planning with respect to nuclear power plant accidents from the 1950’s to the 2000’s. It gives an overview of essential concepts that a working emergency planner should know, including brief overviews of the health physics and plant engineering that applies to emergency planning. Each chapter covers topics unique to radiological planning that distinguish it from planning for natural disasters. Some of the topics include processes that damage fuel, reactor source terms, basic dispersion theory, protective measures for the public and emergency worker, environmental surveys, and the essential elements of a drill and exercise program. Emergency Planning for Nuclear Power Plants is not intended as a guide to meeting regulatory requirements but provides an understanding of the essential concepts and language of radiological planning, so the planner can apply those concepts to their particular situation.