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Chapter 2
Chapter 2: Introduction to Computer User Support
Chapter 2: Introduction to Computer User Support
A Guide to Computer User Support for Help Desk and
Support Specialists
second edition
by Fred Beisse
Chapter 2
Learning ObjectivesLearning Objectives
Why the need for user support employees is growing
Common ways organizations organize the user support function
Services that user support centers provide Position descriptions for user support staff
members The knowledge, skills, and abilities needed to
qualify for an entry-level user support position
continued
Chapter 2
User Support Services – What Do We Do?
User Support Services – What Do We Do?
Staff a help desk, hotline, or chat session to provide information Provide technical troubleshooting assistance for hardware,
software, and network problems Locate information to assist users Evaluate hardware, software, and network products Coordinate organization-wide support standards Perform needs assessment and provide purchase assistance for
users. Provide system installation assistance Provide training on computer systems and procedures Prepare documentation on computer use Perform computer facilities management tasks Assist users with software development projects
Chapter 2
Services User Support Centers Provide
Services User Support Centers Provide
Chapter 2
Staff a Help Desk or Hotline for Information and Problems
Staff a Help Desk or Hotline for Information and Problems
Respond to requests for product information
Market products and services Provide solutions to problems Receive user complaints about product
features Handle warranties and product returns
Chapter 2
Provide Technical Troubleshooting Assistance
Provide Technical Troubleshooting Assistance
Deal with intractable problems that1. go beyond the immediate services the help
desk can provide 2. need a high level of expertise
Examples Hardware problem diagnosis Repair, replace, fix, provide workarounds
for difficult applications software and network problems
Chapter 2
Locate Informationto Assist Users
Locate Informationto Assist Users
Access, search for, locate, and work with information to solve a problem
Examples Printed materials from vendors Trade and text books Online help CD-ROM databases Internet Web sites Interactive fax services Automated telephone voice-response units
Chapter 2
Evaluate Hardware, Software and Network Products
Evaluate Hardware, Software and Network Products
Questions to answer: Productivity - Will a new product make employees more
Productive? Compatibility – Will a new product work with current
systems/applications? Cost effective – Will a particular system or software package
be cost-effective? Usability - Will a specific product meet employees needs
better than another product? Timing – When should users upgrade? Do we upgrade all
users at the same time? Why or why not?
Chapter 2
Coordinate Organization-wide Support Standards
Coordinate Organization-wide Support Standards
Standards - List of computer products that an organization recommends to its employees and that it will support
Goal: To limit the hardware and software products a support staff must be able to support to reduce support costs
How easy is this? What type of Standards do we care about?
Chapter 2
Perform Needs Assessment and Purchase Assistance
Perform Needs Assessment and Purchase Assistance
Also called a needs analysis To investigate and determine the
features and configuration of hardware and software that will best meet a user’s needs
May include justifying the purchase, how to place an order, and how to pay for the system
Chapter 2
Provide System Installation Assistance
Provide System Installation Assistance
Purpose: efficient use of staff resources Strategy: User support staff have tools
and expertise to unpack, set up, install, and configure the system
Chapter 2
Provide Training on the Use of Computer Systems
Provide Training on the Use of Computer Systems
Goal: To make effective use of a new or upgraded system
Examples Basic, introductory classes Advanced training Periodic training sessions One-on-one training
Chapter 2
Prepare Documentation on Computer Use
Prepare Documentation on Computer Use
Training is one-time – documentation is always available
Example documents: Introductory, “how-to” manuals for new users Tutorials and reference manuals on specific
products Organizational computer use guidelines Online documentation, such as FAQs and wizards
Chapter 2
Perform Computer Facilities Management Tasks
Perform Computer Facilities Management Tasks
Maintain security Make media backups Prevent viruses Deal with ergonomic problems Purchase supplies Perform preventative maintenance
Chapter 2
Assist Users with Applications Software Development
Assist Users with Applications Software Development
To solve specific problems or meet information requirements
Potential source of conflict between IS department staff and support center staff Compatibility Design standards Documentation Security
Not provided by many user support centers Emphasis on assisting users with applications
development
Chapter 2
Calpine Corporation’s End User Support Analyst
Calpine Corporation’s End User Support Analyst
Provide support to PC users at Western Regional Office Install, configure and upgrade systems Provide help desk services Troubleshoot problems and maintain PCs Provide training Write documentation Analyze computer needs Track PC hardware and software inventory Provide network support
Chapter 2
Stream International’s Support Services Representative
Stream International’s Support Services Representative
Provide responsive and competent telephone support to customers in areas of product features, installation, use, and usability for the specified software product(s)
High level of professional, competent support Meet goals for problem response and duration Provide telephone support Maintain high level of technical product
knowledge Act in mature, professional manner
Chapter 2
St Petersburg Junior College Network Technical Support Specialist
St Petersburg Junior College Network Technical Support Specialist
Combines network support with user support Provide technical support to resolve network
problems Act as liaison between end users and IS
management Install, maintain and troubleshoot end-user
computers Assist with network design Perform preventive network maintenance Research solutions to technical and business
problems
Chapter 2
Knowledge, Skills and Abilities (KSAs)
Knowledge, Skills and Abilities (KSAs)
Analyze position descriptions for KSAs: Knowledge – what do I need to know Skills – what do I need to be able to do well Abilities – what special tasks or skills do I
need to be able to perform
Note: the difference between skills and abilities is blurred in everyday use.
Chapter 2
KnowledgeKnowledge
What an employee must know May be stated as:
specific number of years of education a degree in a specified field list of topics
Examples Knowledge of basic computer operation Knowledge of applications software package (e.g.,
Excel)
Chapter 2
SkillsSkills
Tasks an employee must be able to perform well
Can be attained through training or experience
Examples Skill in troubleshooting hardware and software Skill in configuring desktop computers to optimize
performance
Chapter 2
AbilitiesAbilities
A special task or skill a support specialist either has or does not have
Often state as ability to perform a specific task
Examples Ability to lift 50-pound boxes Ability to communicate with users in Spanish Ability to assemble and upgrade PCs Ability to write documentation
Chapter 2
How to get KSAsHow to get KSAs
Few support employees have every KSA they need on day 1.
Learning resources: Employer training and orientation classes On-the-job training Continuing education Community College classes Vocational-technical school classes Industry training and certification classes