© Mike Halsey 2019
M. HalseyThe IT Support Handbookhttps://doi.org/10.1007/978-1-4842-5133-1_13

13. Creating and Managing Paperwork

Mike Halsey1 
(1)
Sheffield, UK
 

In the previous chapter, I showed you how to create troubleshooting guides that can both help guide support personnel through common problems and their associated fixes while also maintaining a simple and easy to understand structure. This enables anybody to be able to pick up and run with a troubleshooting case, and it enables you to cover staff absence, vacations, and staff changes.

It’s not just the initial troubleshooting that you need to consider the paperwork for however, as the whole case, from the first response to the final fix, needs to be treated in the same manner. There’s just ...

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