The IT Support Handbook

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. 

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