The IT support handbook: a how-to guide to providing effective help and support to IT users

Part I: support fundamentals. An introduction to IT support ; Understanding your IT system better ; Understanding your users: how much do they know?

Part II: support methodology. Flow logic and troubleshooting ; Querying users effectively ; Joining the dots: finding the root cause of an IT issue

Part III: understanding IT system problems. How IT systems are structured ; The human factor ; The peripheral problem ; Building and environmental factors

Part IV: documentation and reporting. Why good documentation matters ; Creating troubleshooting guides ; Creating and managing paperwork ; Harnessing system and error reporting in Windows ; Obtaining advanced error and status information on PCs

Part V: providing remote support. Remote support tools ; Gathering information remotely ; Helping your users to help you.