Description: The first comprehensive, user-centered guide to delivering world-class support in a Windows NT/Windows 2000-based organization. Delivering quality end-user support requires you to make many decisions and develop many skills that most Windows NT/2000 books ignore. How much up-front training should you provide to users, and what should you train them on? When should you provide in-person support? What's the best way to support remote and mobile employees? How should you track your support calls and requests? How should you secure your network against intruders and viruses? What's the most cost-effective way to organize your users and groups? In this book, Jim Mohr -- who currently supports over 1,000 Windows users worldwide -- addresses all these issues and more. You II learn how to time your upgrade to Windows 2000; choose the most appropriate hardware for home and satellite offices; document your network effectively; and much more. The accompanying CD-ROM includes a time-limited version of the Software Magic help desk system, which typically retails for $40,000. For everyone responsible for supporting Windows workstations and/or servers, including help desk managers and staff; network and system administrators; office managers; and many others.

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