Nice to see you.

Welcome dear visitor, good to see you found the book I am writing online. I would like to invite you to read my book and let me know what you think. Even though it has not been finished yet, I believe you may find information useful and interesting to you here.

In my book I write about the different aspects of IT Support. The audience I have in mind during the writing of this book is the front line support engineers, the people that interact with customers and users to solve their IT questions and requests. Of course there are many different situations in which people work, therefore, I have tried to describe general concepts that should be helpful in all situations.

The book describes common IT Support activities loosely based on ITIL; skills needed to be a more helpful support engineer; a little about procedures and policies commonly found in helpdesk environments; and an example case to bring the information in the book to life.

As you are reading this, you need to know that not all the information is ready. I have chosen to start publishing what I have online before finishing it all and before reviewing every chapter thoroughly. You, my reader, can see the information evolve if you check back regularly. And you can help me by giving me your feedback on my work in the forums, help me catch mistakes, or tell me you strongly disagree with me on a certain subject. Of course, one more way to help is by giving me a small donation for the hosting costs involved with this work.

Again, welcome! I hope you will be able to find something of interest to you.

Wouter Simons