a guide to computer user support for help desk & support specialists fourth edition by fred...
TRANSCRIPT
A Guide to
Computer User Support for Help Desk & Support Specialists
Fourth Edition by Fred Beisse
Chapter 1Introduction to Computer User Support
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 2
Classifying End Users
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 3
Relationship to Support Provider
• Internal user: an in-house coworker in the organization that provides support
• External user: clients or customers of an organization– Retail customer of vendors– Corporate users who purchased products or
services from a vendor
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 4
Resources End Users Need (continued)
• Supplies• Data and information• Technical support• Facilities, administration, and overhead
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 5
End-User Application Software
• E-mail and instant messaging• Web browser• Word processor• Spreadsheet• Database manager• Graphics• Planning and scheduling• Desktop publishing
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 6
End-User Application Software (continued)
• Web site developer• Educational and entertainment • Enterprise applications• Industry-specific applications
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 7
Problems End-Users Experience
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 8
Waste of Resources
Examples:• Purchase decision by user who lacks expertise• User spends excessive time trying to solve a
problem• Worker spends time on non-business-related
activities
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 9
User Mistakes
Examples:• User enters incorrect spreadsheet formula• User deletes or uninstalls needed software• User loses data because information not backed up
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 10
Computer Crime
Examples:• Worker tries to profit from valuable company
information• User becomes a victim of identify theft when bank
account information is revealed
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 11
Theft of Resources
Examples:• User illegally copies or uses computer programs or
information (piracy)• Worker uses Internet to sell items online• User fails to turn in or report lost USB drive• Worker installs company’s software on home PC
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 12
Invasion of Privacy
Examples:• User accesses confidential medical information of
family and friends• User inadvertently downloads spyware that
communicates personal information on the Internet
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 13
Abusive Users
Examples:• Worker sends unwanted e-mail to coworker• User displays off-color material visible to coworkers
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 14
Computer Viruses
Computer virus: software created with malicious intent to destroy information, erase or corrupt software, or adversely affect the operation of a computer or network
Examples:• Worker inadvertently downloads virus software onto
office network
• User forwards e-mail attachments with viruses
• User sends virus warnings that are hoaxes
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 15
Health Problems
Ergonomics: a field that studies how to design a workspace that promotes worker health, safety, and productivity
Examples:• User develops carpal tunnel syndrome due to
inadequate work breaks• Job stress forces user into early retirement• Employer refuses to supply ergonomic office
furniture
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 16
How Organizations Provide a User Support Function
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 17
Forms of User Support • Peer support: informal; colleagues assist their
coworkers
• Part-time support: some small organizations cannot justify full-time support staff
• User support team: formal workgroup provides support services
• Help desk support: a single point of contact for users (internal or external) in need of technical support– Physical location
– Telephone hotline
– Via e-mail, Web site, or chat service
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 18
Forms of User Support (continued)
• User support center (information center): provides a wide range of support services to internal users
• User support as IT responsibility: user support may be organized as part of information technology (IT) department
• User support outsourced to a vendor: an organization contracts with a vendor to provide user support to internal or external users through a signed agreement
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 19
User Support Services
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 20
User Support Functions
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 21
Position Description:
Help Desk Support Representative
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 22
Position Description:Help Desk Support Representative
(continued)
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 23
Position Description:Help Desk Support Representative
(continued)
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 24
Position Description: Information Technology Specialist
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 25
Position Description: Information Technology Specialist
(continued)
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 26
Position Description: Information Technology Specialist
(continued)
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 27
Position Description: Information Technology Specialist
(continued)
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 28
Position Description: Information Technology Specialist
(continued)
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 29
Knowledge, Skills, and Abilities• Knowledge: what a worker needs to know to perform a job
– Years of education– Degree– Certification– List of specific topics
• Skills: what a worker must be able to perform well to do a job– Expertise based on practice and experience
• Abilities: functions a worker can either perform or not– Physical abilities– Language abilities– Special abilities
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 30
Alternative Career Paths for User Support Workers
• Programmer/developer• Network technician• Web site manager• Support manager• Project manager• Trainer• Technical writer• Security specialist
Chapter Summary• Early computers were large, centralized corporate or
government systems used to automate manual tasks
• Several industry trends during 1970s and 80s resulted in end-user personal computers
• End users can be categorized according to:
• Resources that impact total cost of ownership include:
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 31
Environment Skill level Frequency of use
Software used Features used Relationship to support
Hardware Peripherals Software
Upgrades Maintenance Supplies
Data and information Facilities Technical support
Chapter Summary (continued)
• End-user software includes:
• Primary goal of end-user computing: make users more productive
• Common problems related to end-user computing include:
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 32
E-mail Instant messaging Web browser
Word processor Spreadsheet Database manager
Graphics Planning/scheduling Desktop publishing
Web page developer Education/entertainment Enterprise/industry-specific
Wasted resources User mistakes Computer crime
Piracy Invasion of privacy Abusive use
Computer viruses Health problems
Chapter Summary (continued)
• Ways to organize end-user assistance
• Support services users need:
• User support positions require a variety of knowledge, skills, and abilities (KSAs) that may lead to alternate career paths
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 33
Peer support Part-time support User support group
Help desk User support center IT department staff
Outsource to vendor
Help desk Troubleshooting Locate information
Product evaluation Support standards User needs assessment
System installation Training Documentation
Facilities management Software development