Chapter 1 Introduction to Computer User Support A Guide to Computer User Support for Help Desk & Support Specialists Fourth Edition by Fred Beisse Chapter 1 Introduction to Computer User Support

Classifying End Users A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

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

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

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

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

Problems End-Users Experience A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

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

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

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

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

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

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

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

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

How Organizations Provide a User Support Function A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

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

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

User Support Services A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

User Support Functions A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

Position Description: Help Desk Support Representative A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

Position Description: Help Desk Support Representative (continued) A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

Position Description: Help Desk Support Representative (continued) A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

Position Description: Information Technology Specialist A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

Position Description: Information Technology Specialist (continued) A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

Position Description: Information Technology Specialist (continued) A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

Position Description: Information Technology Specialist (continued) A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

Position Description: Information Technology Specialist (continued) A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

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

Alternative Career Paths for User Support Workers Programmer/developer Network technician Web site manager Support manager Project manager Trainer Technical writer Security specialist A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

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: 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 A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

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: 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 A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

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 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 A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition