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

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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