1. 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

2. Chapter Objectives In this chapter, students will learn about:
Ways to classify end users
Common problems users encounter
Common ways to organize and provide support services
Typical position descriptions for user support staff
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

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

4. Resources End Users Need
Basic hardware
Add-on peripherals
Peripheral: a hardware add-on that plugs into a computer’s system unit
Hardware maintenance and upgrades
Software and software upgrades
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

5. 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

6. Total Cost of Ownership (TCO)
Basic hardware
+ Add-on peripherals
+ Hardware maintenance and upgrades
+ Software and software upgrades
+ Supplies
+ Data and information
+ Technical support
+ Facilities, administration, and overhead
=====
TCO!
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

7. End-User Application Software
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

8. 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

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

10. 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

11. 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

12. 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

13. 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

14. 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

15. 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

16. 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 attachments with viruses
User sends virus warnings that are hoaxes
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

17. 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

18. Addressing the Need for User Support Workers
Economic recession ( )
Unemployment increased to 6%
Less user support employment than 1990s
Some technical support jobs transferred overseas
Increase in technical support work through temporary employment agencies
Expansion of mobile technologies creates demand for support workers
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

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

20. 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 , Web site, or chat service
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

21. 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

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