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The IT Support Handbook
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Table of Contents

Part I: IT Support FundamentalsChapter 1: An Introduction to IT Support Chapter 2: Understanding Your IT System BetterChapter 3: Understanding Your Users: How Much Do They Know?
Part II: IT Support MethodologyChapter 4: Flow Logic and TroubleshootingChapter 5: Querying Users EffectivelyChapter 6: Joining The Dots: Finding the Root Cause of an IT Issue
Part III: Understanding IT System ProblemsChapter 7: How IT Systems are StructuredChapter 8: The Human FactorChapter 9: The Peripheral ProblemChapter 10: Building and Environmental Factors
Part IV: Documentation and ReportingChapter 11: Why Good Documentation MattersChapter 12: Creating Troubleshooting GuidesChapter 13: Creating and Managing PaperworkChapter 14: Harnessing System and Error Reporting in WindowsChapter 15: Obtaining Advanced Error and Status Information on PCs
Part V: Providing Remote SupportChapter 16: Remote Support ToolsChapter 17: Gathering Information RemotelyChapter 18: Helping Your Users to Help You

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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