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

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

by Mike Halsey
October 2019
Beginner to intermediate
199 pages
4h 32m
English
Apress
Content preview from The IT Support Handbook: A How-To Guide to Providing Effective Help and Support to IT Users
© Mike Halsey 2019
M. HalseyThe IT Support Handbookhttps://doi.org/10.1007/978-1-4842-5133-1_18

18. Helping Your Users to Help You

Mike Halsey1 
(1)
Sheffield, UK
 

Providing IT support can be a hugely complex business; it’s not something to be undertaken lightly, as it can be very involved and hugely technical and require both focus and skill. This means then that having the end user help you with the process, and perhaps even fixing problems themselves, would be the last resort.

Sadly, because you may not be able to gain remote access, or use other methods of diagnosing and troubleshooting a problem remotely, or an engineer might not be available, the last resort may also have to be the first response.

So bearing in mind that throughout this book I’ve ...

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Publisher Resources

ISBN: 9781484251331Purchase LinkPublisher Website