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" The IT support handbook : "
Mike Halsey.
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BL
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| Record Number
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851326
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| Main Entry
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Halsey, Mike
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| Title & Author
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The IT support handbook : : a how-to guide to providing effective help and support to IT users /\ Mike Halsey.
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| Publication Statement
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New York :: Apress,, [2019]
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, ©2019
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| Page. NO
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1 online resource :: illustrations
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| ISBN
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1484251334
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: 9781484251331
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1484251326
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9781484251324
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| Bibliographies/Indexes
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Includes bibliographical references and index.
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| Contents
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Intro; Table of Contents; About the Author; About the Technical Reviewer; Acknowledgments; Part I: IT Support Fundamentals; Chapter 1: An Introduction to IT Support; The Fundamentals of IT Support; What?; When?; How?; Never Make Assumptions; The Language Barrier; The Interconnectedness of IT Systems; The Human Factor; Summary; Chapter 2: Understanding Your IT System Better; A Brief History of Computers; What IT Systems Might You Encounter; Interface Standards; USB; Firewire; Serial; Parallel; Device Types; Operating Systems; The Interconnectedness of IT Systems; Summary
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Chapter 3: Understanding Your Users: How Much Do They Know?How to Communicate with Humans; Managing Staff Training; Learning Theory; Place Everything in Context; Structuring Training and Education; Define Your Objectives; Mix Things Up a Little; Assess Your Learners' Knowledge; Use Mixed Peer Groups; Help the Learners Consolidate What They Have Learned; Evaluate the Learners; Écouter et Répéter; Summary; Part II: IT Support Methodology; Chapter 4: Flow Logic and Troubleshooting; How Does Flow Logic Work in Troubleshooting?; Process of Elimination; "Information Is All."
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How the Human Factor and Staff Training Affect IT SystemsWhy Users Screw Up IT Systems; Hardware; Software; Settings; IT and Accessibility; Users Are Not IT People; The Monkey Mind; People Are Complex; Summary; Chapter 9: The Peripheral Problem; Riding the Legacy Wave; Adding Legacy Devices to Windows; Configuring and Troubleshooting Legacy Devices; Troubleshooting Device Drivers; What Else Goes Wrong with Peripherals?; Summary; Chapter 10: Building and Environmental Factors; The World We Live In; Weather; Sand, Dust, Water, and Moisture; The Built Environment; Wi-Fi, Where-Fi Art Thou?
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Paperwork Is a Pain, or Is It?Begin at the End, but Don't Work Your Way Backward; "Don't Stop Thinking About Tomorrow"; The Impossible Is Possible; Work with the Team; Summary; Chapter 5: Querying Users Effectively; How to Query Users Effectively to Diagnose Problems; Users Can Be Anyone, and Anywhere; Never Make Assumptions; Yes or No?; Take the User with You on the Journey; The User Is Your Friend ... Yes, Really; Swipe Left or Swipe Right?; The Non-technical Dictionary; Online Chat; Summary; Chapter 6: Joining the Dots: Finding the Root Cause of an IT Issue; The Beginning of the End
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Working BackwardIT Troubleshooting: The Movie; The End of the Beginning; What Are These Dots of Which You Speak?; Keeping an Open Mind; Summary; Part III: Understanding IT System Problems; Chapter 7: How IT Systems Are Structured; In the Beginning, the Unix-verse Was Created ... ; IP Freely; Aging Tech; Windows NT; Windows vNext; Creating a New Android; The Upshot; Living in the Internet Age; Oh My God! The World Just Ended!; The Nearness of You(Tube); Hardware Is Hard Wearing; Hardware Also Wears Out; Summary; Chapter 8: The Human Factor
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| Abstract
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Become a more effective tech professional by learning how to provide the most useful IT support for your users. You'll learn how to efficiently and effectively deal with any type of problem, including operating systems, software, and hardware. IT support is often complex, time-consuming, and expensive, but it doesn't have to be with the right processes in place. Whether you're an individual, part of an IT support team, or managing staff supporting PC users in their homes, The IT Support Handbook will help you understand the right way to approach, troubleshoot, and isolate problems so they can be handled efficiently, with least disruption and cost to your business. You'll make yourself popular with your colleagues, and keep your customers and users happy and productive. What You'll Learn: Manage reporting, and keep a record of issues that occur Provide effective remote support for users away from home or working in another office Use error and system reporting in Windows to obtain high-quality, relevant information Spot patterns in user behavior that may be causing difficult-to-diagnose problems Be familiar with best practices to make you a better support professional This book is for IT professionals, IT support (on-site and remote), and system administrators who manage support teams. No prior knowledge is required. Mike Halsey is a Microsoft MVP (Most Valuable Professional) awardee 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.
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| Subject
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Computer technical support, Handbooks, manuals, etc.
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| Subject
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Computer technical support.
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| Dewey Classification
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004.068/8
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| LC Classification
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QA76.9.T43H35 2019eb
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