© 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 
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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