1. Chapter 2: Introduction to Computer User Support
A Guide to Computer User Support for Help Desk and Support Specialists
second edition
by Fred Beisse

2. Learning 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

3. Increased Need for User Support Employees
Greater need due to:
Growth of end user computing in offices and homes
Growth of Internet use
Lower unemployment rates
Shortage of well-trained IT workers
To fill support positions:
Organizations form partnerships with community colleges or vocational/technical schools

4. User Support versus Technical Support
computer user support — A job function or department in an organization that provides information and services to employees and/or customers to help them use computers more productively.
technical support — A level of user support that focuses on higher-level troubleshooting and problem solving
user support deals with a broad spectrum of support issues; technical support deals with advanced and difficult problems users encounter.

5. How Organizations Organize the User Support Function
Informal peer support
User support combined with other responsibilities
User support as a separate position or group
Help desk support
User support center
User support as an IS responsibility
User support outsourced to a vendor

6. Informal Peer Support
peer support — An informal level of user support where coworkers in an organization or department exchange information and provide assistance about computer use and problems encountered by other users.
No special training or preparation required

7. User Support Combined with Other Responsibilities
Responsibility for user support is formalized in an existing employee’s position description
Can make significant demands on employee’s time and compete with other assigned tasks

8. User Support as a Separate Position or Group
Part-time, informal peer support cannot meet support demands:
Full-time support position
Organize part-time employees into a formal user support group

9. Help Desk Support
Provides a single point of contact for users in need of technical support
Manages customer problems and requests and provides solutions-oriented support services
May be a:
physical location
a telephone number (hotline)
an address
a Web site

10. User Support Center Also called an information center
Provides a wide range of services to an organization’s computer users
Help desk
Consulting on product purchases
Training and documentation on supported products
Troubleshooting

11. User Support as an IS Responsibility
Provided:
directly by technical IS staff
by a separate group within IS
Advantage: Provides single point of contact
Disadvantage: Conflicts with other IS employee assignments

12. User Support Outsourced to a Vendor
Contract with a vendor that specializes in support services
Advantage: Control costs while taking advantage of of external expertise
Disadvantages:
Telephone or rather than on-site access
Costs are not necessarily lower
Little transfer of knowledge to in-house staff
Lack of personal relationship between users and support staff

13. 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

14. Services User Support Centers Provide

15. 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

16. Provide Technical Troubleshooting Assistance
Deal with intractable problems that
go beyond the immediate services the help desk can provide
need a high level of expertise
Examples
Hardware problem diagnosis
Repair, replace, fix, provide workarounds for difficult applications software and network problems

17. Locate Information to 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

18. 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?

19. 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?

20. 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

21. 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

22. 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

23. 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

24. Perform Computer Facilities Management Tasks
Maintain security
Make media backups
Prevent viruses
Deal with ergonomic problems
Purchase supplies
Perform preventative maintenance

25. 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

26. 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

27. 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

28. 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

29. 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.

30. Knowledge What an employee must know May be stated as: Examples
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)

31. Skills 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

32. Abilities
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

33. How 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