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The IT Support Handbook

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

  • Book
  • © 2019

Overview

Authors:
  1. Mike Halsey

    1. Sheffield, UK

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  • Handy guide to providing effective, efficient, and professional IT support
  • Valuable advice for support technicians working with any type of user, small to large businesses, and for individuals and teams
  • Includes best ways to support users remotely as well as in the office

  • 13k Accesses

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Table of contents (18 chapters)

  1. Front Matter

    Pages i-xvii
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  2. IT Support Fundamentals

    1. Front Matter

      Pages 1-1
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    2. An Introduction to IT Support

      • Mike Halsey
      Pages 3-12

    3. Understanding Your IT System Better

      • Mike Halsey
      Pages 13-22

    4. Understanding Your Users: How Much Do They Know?

      • Mike Halsey
      Pages 23-34

  3. IT Support Methodology

    1. Front Matter

      Pages 35-35
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    2. Flow Logic and Troubleshooting

      • Mike Halsey
      Pages 37-44

    3. Querying Users Effectively

      • Mike Halsey
      Pages 45-52

    4. Joining the Dots: Finding the Root Cause of an IT Issue

      • Mike Halsey
      Pages 53-60

  4. Understanding IT System Problems

    1. Front Matter

      Pages 61-61
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    2. How IT Systems Are Structured

      • Mike Halsey
      Pages 63-74

    3. The Human Factor

      • Mike Halsey
      Pages 75-82

    4. The Peripheral Problem

      • Mike Halsey
      Pages 83-93

    5. Building and Environmental Factors

      • Mike Halsey
      Pages 95-102

  5. Documentation and Reporting

    1. Front Matter

      Pages 103-103
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    2. Why Good Documentation Matters

      • Mike Halsey
      Pages 105-113

    3. Creating Troubleshooting Guides

      • Mike Halsey
      Pages 115-122

    4. Creating and Managing Paperwork

      • Mike Halsey
      Pages 123-131

    5. Harnessing System and Error Reporting in Windows

      • Mike Halsey
      Pages 133-150

    6. Obtaining Advanced Error and Status Information on PCs

      • Mike Halsey
      Pages 151-159
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Keywords

About this book

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 supportfor 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





Who This Book Is For


IT professionals, IT support (on-site and remote), and system administrators who manage support teams. No prior knowledge is required.

Authors and Affiliations

  • Sheffield, UK

    Mike Halsey

About the author

Mike Halsey is a Microsoft MVP (Most Valuable Professional) awardee, since 2011, and technical expert.  As the author of Windows 7, 8, and 10 troubleshooting books and associated videos, he is well versed in the problems and issues faced by PC users, IT pros, and system administrators when administering and maintaining all aspects of a PC ecosystem. Mike is a teacher and prolific author who uses his training to educate people about complex subjects in simple and straightforward ways. Originally from the UK, Mike now lives a simpler and less complicated life in the South of France with his two rescue collies, Evan and Robbie. 


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