Description
Course info
Rating
(11)
Level
Beginner
Updated
Aug 21, 2017
Duration
1h 21m
Description

It’s not always possible to get the information you need about troubleshooting a problem with Windows. You’ll sometimes need the end user to help you diagnose the problem, and you’ll certainly want them to learn how to avoid the problem recurring. In this course, Providing Troubleshooting Support for Windows Users, you'll learn about all of the approaches that help users with Windows troubleshooting problems. First, you'll explore specifically how to work with any kind of PC user. Next, you'll discover how to diagnose and repair problems that both you and the user can and cannot see yourself. Finally, you'll dive into what tools and utilities you can use to provide support both locally and remotely. By the end of this course, you’ll have the necessary knowledge to work with any PC user to troubleshoot and repair problems in Microsoft Windows.

About the author
About the author

Mike was first awarded as a Microsoft MVP in 2011 and is a recognized technical expert in the Windows experience and troubleshooting with more than a dozen books published, including Beginning Windows 10 and Windows 10 Troubleshooting.

More from the author
Windows Network Troubleshooting
Intermediate
1h 46m
Jun 26, 2018
More courses by Mike Halsey
Section Introduction Transcripts
Section Introduction Transcripts

Course Overview
Hi, I'm Mike Halsey. I'm a Microsoft MVP awardee and the author of many books and courses on Windows troubleshooting, and I'm excited to bring you this short course on how to provide troubleshooting support for Windows users. Knowing the technical details of how the Windows operating system works, or how it interacts with desktop and store apps, hardware and networks, is one thing, knowing how to translate this into quality support for end users is something else entirely. In this course we'll cover everything you need to know in order to successfully work with users of all technical abilities anywhere in the world, and also in your own workplace. We'll look at the tools that are available to help you provide support and the techniques necessary to help the end user learn so they don't need to keep coming back with the same or a similar problem. We'll cover every supported version of the Windows operating system, including Windows 7, Windows 8. 1, and Windows 10. Some of the major topics that we'll cover include how to work with users so they can help you effectively, how to help users to help themselves so they grow their skills and their confidence, and what tools and utilities you can use to provide support, both locally and remotely. By the end of this course, you'll be able to work with any PC user to troubleshoot and repair problems in Microsoft Windows. And I hope you'll join me on this journey to learn how to provide troubleshooting support for Windows users, on Pluralsight.

How You Support Windows Users
Hi, and welcome to Providing Troubleshooting Support for Windows Users. I'm Mike Halsey. Just having the technical knowledge in order to be able to diagnose, troubleshoot, and repair problems on PCs and with Microsoft Windows is one thing, but actually knowing how to properly support users and the different ways in which you can support users in different environments is also crucial, and that's what we're going to cover in this course. So let's have a look at what we're going to cover in each module. In the first module we're going to start with looking at how we support Windows users. Then we'll move on to the quality of the support that is provided and how we make sure it's quality support we give before looking at how we provide local and remote support and the different tools and utilities that are available, both within Windows and third party, in order to be able to achieve this. Now, it's worth noting that this course covers 3 different versions of Windows; Windows 7, Windows 8. 1, and Windows 10, and you'll see the iconography and colors here to indicate where a particular demonstration or a particular feature is relevant only to 1 or 2, or maybe all 3 operating system versions. It's so that you know what is available to you in each version of the operating system.

Providing Quality Support to Users
Nobody wants to spend ages or even hours and hours providing support to users. The support you need to provide needs to be quick, it needs to be succinct, it needs to be effective. So how do we provide that level of high-quality support, and what is high-quality support? So let's have a look at what we're going to cover in this module. We'll begin by looking at what the definition of quality support is, what it should mean to you, what it should mean to your company or organization, and what it should mean to the end user as well. We'll look at how your support system within a company or organization, or even if you're just an individual, how you can structure that support system. Then we'll look at how you quickly get to the rub of what the problem is, how you can get the information you need quickly and effectively before moving on to looking at how we help the end user to help themselves. How do we help educate this person to make sure that whatever it is they've done they don't do it again, or if it's a simple and straightforward fix they can fix it themselves.

Providing Local and Remote Support
So far in this course we've looked at what IT support is, what it means, and how you can provide a quality service. But, none of that is relevant or even important unless you know and understand how to use the tools of the trade, the tools that you will actually need in order to be able to provide support to people. So, in this module we're going to look at those tools and I'm going to show you how to use them in depth. So let's begin by looking at what we're going to cover. We'll begin with Quick Assist, which is a feature of Windows 10 exclusively. Then we'll look at Remote Assistance, which is in all versions of Windows. And then Remote Desktop, which again, is in all supported versions of Windows, before finishing up looking at other ways to provide local and remote support, looking at some of the other tools that are available.