Peachpit Press
1 Just What the Help Desk Person Needs.
Even Apple users need help once in a while. So Apple shops have to have a help desk just like any other shop. This book presumes a basic level of familiarity with the Macintosh operating system, and then goes on to provide in-depth technical information and procedures that are used by Apple-certified technicians to install, configure, maintain, and diagnose Macintosh computers.
It is oriented, as you might expect, to teach help-desk personnel to knowledgeably address customer concerns and questions. Each chapter is presented as a self contained lession, complete with an introduction, summary and a review quiz. The book is arranged as a help desk professional would appreciate. It covers those areas that he is likely to be asked about, not an attempt to give an in depth lession in the OS.
