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

• Autore: Halsey Mike
• Pubblicazione: Berkeley, CA : , : Apress L. P., , 2024; ©2024
• Edizione: 2nd ed.
• Descrizione fisica: 1 online resource (248 pages)
• Nota di contenuto: Intro -- Table of Contents -- About the Author -- About the Technical Reviewer -- Introduction -- Part I: IT Support Fundamentals -- Chapter 1: An Introduction to IT Support -- The Fundamentals of IT Support -- What? -- When? -- How? -- Never Make Assumptions -- The Language Barrier -- The Challenges of Local and Remote Support -- Owning or Working in an IT Support Shop -- Providing Support in People's Homes -- Providing IT Support from a Call-Center -- On-Site Engineers -- Online and Remote Support -- A Note About Data Protection and Privacy -- Summary -- Chapter 2: Understanding Your IT System Better -- A Brief History of Computers -- What IT Systems Might You Encounter? -- Interface Standards -- USB -- Firewire -- Serial -- Parallel -- Bluetooth -- Device Types -- Operating Systems -- The Interconnectedness of IT Systems -- Summary -- Chapter 3: Understanding Your Users: How Much Do They Know? -- How to Communicate with Humans -- Managing Staff Training -- Learning Theory -- Place Everything in Context -- Structuring Training and Education -- Define Your Objectives -- Mix Things Up a Little -- Assess Your Learners' Knowledge -- Use Mixed Peer Groups -- Help the Learners Consolidate What They Have Learned -- Evaluate the Learners -- Écouter et Répéter -- Self-Evaluation -- Summary -- Part II: IT Support Methodology -- Chapter 4: Flow Logic and Troubleshooting -- How Does Flow-Logic Work in Troubleshooting? -- Process of Elimination -- "Information Is All" -- Paperwork Is a Pain, Or Is it? -- Begin at the End, But Don't Work Your Way Backward -- "Don't Stop Thinking About Tomorrow" -- The Impossible Is Possible -- Work with the Team -- Summary -- Chapter 5: Querying Users Effectively -- How to Query Users Effectively to Diagnose Problems -- Users Can Be Anyone, and Anywhere -- Never Make Assumptions -- Yes or No?. ; Take the User with You on the Journey -- The User Is Your Friend… Yes, Really -- Swipe Left or Swipe Right? -- The Nontechnical Dictionary -- Online Chat -- Summary -- Chapter 6: Supporting Remote and Hybrid Workers -- Where in the World? -- What's in a Device? -- Why Is Device Management Important? -- The SME Problem -- Okay, So What the Hell Does All This Mean for Me? -- Summary -- Chapter 7: Joining the Dots: Finding the Root Cause of an IT Issue -- The Beginning of the End -- Working Backward -- IT Troubleshooting: The Movie -- The End of the Beginning -- What Are These Dots of Which You Speak? -- Keeping an Open Mind -- Summary -- Part III: Understanding IT System Problems -- Chapter 8: How IT Systems Are Structured -- In the Beginning, the Unix-verse Was Created… -- IP Freely -- Aging Tech -- Windows NT -- Windows vNext -- Creating a New Android -- The Upshot -- Living in the Internet Age -- Oh My God! The World Just Ended! -- Look for the Hashtag -- Hardware Is Hard Wearing -- Hardware Also Wears Out -- Summary -- Chapter 9: The Human Factor -- How the Human Factor and Staff Training Affects IT Systems -- Why Users Screw Up IT Systems -- Hardware -- Software -- Settings -- IT and Accessibility -- Users Are Not IT People -- The Monkey Mind -- People Are Complex -- Summary -- Chapter 10: The Peripheral Problem -- Riding the Legacy Wave -- Adding Legacy Devices to Windows -- Configuring and Troubleshooting Legacy Devices -- Troubleshooting Device Drivers -- What Else Goes Wrong with Peripherals? -- Summary -- Chapter 11: Building and Environmental Factors -- The World We Live In -- Weather -- Sand, Dust, Water, and Moisture -- The Built Environment -- Wi-Fi, Where-Fi Art Thou? -- Bluetooth and Cellular -- Cities and the Countryside -- Summary -- Chapter 12: How Climate Change Affects IT Support -- Right to Repair -- Support Lifecycles. ; How Your IT Policies Can Help Climate Action -- What's in a SOC? -- Should You Buy More Than You Need? -- So How Does This Help You and Your Business? -- Summary -- Part IV: Documentation and Reporting -- Chapter 13: Why Good Documentation Matters -- Documentation Saves Time and Money -- Documentation for Training -- Dumbing Things Down -- Documentation for Troubleshooting -- Personnel and SLAs -- Getting in Line -- Engineering Solutions -- Keep It Clear and Concise -- Summary -- Chapter 14: Creating Troubleshooting Guides -- Clean, Concise, and Easy to Understand -- Bots and A.I. -- Flow Logic -- The Dev Problem -- Now Let Me Tell You a Story… -- The Story Continues… -- What and Why -- So Does the Princess Kiss the Frog? -- Summary -- Chapter 15: Creating and Managing Reporting -- First-Line Support Paperwork -- Second- and Third-Line Support Paperwork -- Engineer Paperwork -- How Artificial Intelligence Can Aid Reporting -- Additional Forms and Reports -- Summary -- Chapter 16: Harnessing System and Error Reporting in Windows -- Reliability History -- Windows Tools -- System Information -- Performance Monitor -- Data Collector Sets -- Event Viewer -- Creating Custom Views -- Attaching Tasks to Events -- Getting More Use from Event Data -- Honorable Mention: Task Manager -- Summary -- Chapter 17: Obtaining Advanced Error and Status Information on PCs -- Getting Detailed Information About Errors -- Copying and Saving Event Details -- Connect to the Event Log on Another PC -- Finding Other Windows Error Logs -- Text File Logs -- XML and ETL Log Files -- dmp Files -- Summary -- Part V: Providing Remote Support -- Chapter 18: Remote Support Tools -- Remote Desktop -- Windows Remote Assistance -- Quick Assist/Intune Remote Help -- TeamViewer -- RealVNC -- LogMeIn -- Chrome Remote Desktop -- Summary -- Chapter 19: Gathering Information Remotely. ; Start with the Asset Tag -- Remote Access for Intune Managed Computers -- Permitting Remote Administration of PCs -- Sign into the Registry as Another User -- Using the Microsoft Management Console Remotely -- Summary -- Chapter 20: Helping Your Users to Help You -- Problem Steps Recorder -- Saving Screenshots -- Screencasting -- Xbox Game Bar -- Summary -- Chapter 21: Taking IT Support to the Next Level -- There's No "I" in Team -- The Honesty Box -- The Advisory Committee -- Career Advancement -- Looking to the Future -- Okay, So There is an "I" in Team -- "Come Together, Right Now" -- Summary -- Index.
• Titolo autorizzato: The IT Support Handbook
• ISBN: 9798868803857; 9798868803840
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Lingua di pubblicazione: Inglese
• Record Nr.: 9910865249703321
• Lo trovi qui: Univ. Federico II