The IT Support Handbook: A How-To Guide to Providing Effective Help and Support to IT Users
Authors: Mike Halsey
ISBN-10: 1484251326
ISBN-13: 9781484251324
Edition 版本: 1st ed.
Released: 2019-10-04
Print Length 页数: 197 pages
Book Description
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 expensive,but it doesn’t have to be with the right processes in place.
Whether you’re an individual,part of an IT support team,or managing staff supporting PC users in their homes,The IT Support Handbook will help you understand the right way to approach,troubleshoot,and isolate problems so they can be handled efficiently,with least disruption and cost to your business. You’ll make yourself popular with your colleagues,and keep your customers and users happy and productive.
What You’ll Learn
Manage reporting,and keep a record of issues that occur
Provide effective remote support for users away from home or working in another office
Use error and system reporting in Windows to obtain high-quality,relevant information
Spot patterns in user behavior that may be causing difficult-to-diagnose problems
Be familiar with best practices to make you a better support professional
Part l.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 ll.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 lll.Understanding IT System Problems
7.How IT Systems Are Structured
8.The Human Factor
9.The Peripheral Problem
70. Building and Environmental Factors
Part lⅣ.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
