1. About the Presentations
The presentations cover the objectives found in the opening of each chapter.
All chapter objectives are listed in the beginning of each presentation.
You may customize the presentations to fit your class needs.
Some figures from the chapters are included. A complete set of images from the book can be found on the Instructor Resources disc.
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

2. 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

3. Chapter Objectives In this chapter, students will learn about:
How historical changes in computer technology have affected computer use
Ways to classify end users
Resources computer users need and major categories of end-user software
Common problems users encounter
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

4. Chapter Objectives (continued)
The job market demand for user support workers
Common ways to organize and provide support services
Typical position descriptions for user support staff
The knowledge, skills, and abilities for an entry-level support position
Career paths for user support workers
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

5. End-User Computing
End-user computing: the use of computers for both business and personal use
Knowledge worker: employees whose primary job is to collect, prepare, process, and distribute information
Graphical user interface (GUI): screen images that enable users to access program features and functions intuitively, using a mouse or pointing device
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

6. Milestones in the Adoption of Computer Technology
Decade
Primary Types and Uses of Computer Systems
1940s
Invention of CPUs and peripherals
1950s
Early use of large computers in large corporations
1960s
Widespread use of large-scale computers
Early use of smaller, workgroup computers
1970s
Widespread use of workgroup computers
Terminal access to large-scale and workgroup computers
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

7. Milestones in the Adoption of Computer Technology (continued)
Decade
Primary Types and Uses of Computer Systems
1980s
Widespread use of home and business PCs
Availability of mass-market applications software and GUI operating systems
Early data communications and networks
1990s
Widespread use of local area and wide area networks
Distributed computing
Rapid growth of the Internet
2000s
Increased business use of the Internet
Availability of very low-cost PCs
Development of wireless technologies
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

8. 1980s and 1990s: Growth of Decentralized Computing
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

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

10. 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

11. 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

12. 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

13. 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

14. 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

15. 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

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

17. 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

18. 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

19. 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

20. 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

21. 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

22. 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

23. 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

24. 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

25. 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

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

27. 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

28. 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

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

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

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

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

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

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

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

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

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

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

39. 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

40. 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

41. 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

42. 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:
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

43. 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