The IT Support Handbook A How-To Guide to Providing Effective Help and Support to IT Users /

• Main Author: Halsey, Mike (Author, http://id.loc.gov/vocabulary/relators/aut)
• Corporate Author: SpringerLink (Online service)
• Format: Electronic eBook
• Language: English
• Published: Berkeley, CA : Apress : Imprint: Apress, 2019.
• Edition: 1st ed. 2019.
• Subjects: Application software.; Microsoft software.; Microsoft .NET Framework.; Architecture, Computer.; Computer Applications.; Microsoft and .NET.; Computer System Implementation.

Become a more effective tech professional by learning how to provide the most useful IT support for your users. You'll learn how to efficiently and effectively deal with any type of problem, including operating systems, software, and hardware. IT support is often complex, time-consuming, and ex...

Table of Contents:

• Part I: IT Support Fundamentals
• 1. An Introduction to IT Support
• 2. Understanding Your IT System Better
• 3. Understanding Your Users: How Much Do They Know?
• Part II: IT Support Methodology
• 4. Flow Logic and Troubleshooting
• 5. Querying Users Effectively
• 6. Joining The Dots: Finding the Root Cause of an IT Issue
• Part III: Understanding IT System Problems
• 7. How IT Systems are Structured
• 8. The Human Factor
• 9. The Peripheral Problem
• 10. Building and Environmental Factors
• Part IV: Documentation and Reporting
• 11. Why Good Documentation Matters
• 12. Creating Troubleshooting Guides
• 13. Creating and Managing Paperwork
• 14. Harnessing System and Error Reporting in Windows
• 15. Obtaining Advanced Error and Status Information on PCs
• Part V: Providing Remote Support
• 16. Remote Support Tools
• 17. Gathering Information Remotely
• 18. Helping Your Users to Help You.