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The IT support handbook : a how-to guide to providing effective help and support to IT users /
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 ex...
| Clasificación: | Libro Electrónico |
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| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
New York :
Apress,
[2019]
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| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
Tabla de Contenidos:
- 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
- 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."
- 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
- 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
- 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?