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Beginning-Intermediate user level

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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

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.

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

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