chapter 2 introduction to computer user support

Chapter 2

Introduction to Computer User Support

Guide to Computer User Support, 3e 2

Learning Objectives

• What the job market demand is for user support employees

• Common ways organizations provide a user support function

• Services that user support groups provide• Typical position descriptions for user support staff

members• The knowledge, skills, and abilities (KSAs) needed to

qualify for an entry-level user support position• Career paths for user support workers


Fluctuations in the Need for User Support Employees

• Increased demand during 1990s due to:• Growth of end user computing in offices and homes

• Growth of Internet use

• Lower unemployment rates

• Shortage of well-trained IT workers

• Slower growth during early 2000s due to:• Economic recession

• Overseas outsourcing of support positions

• Contracts with temporary employment agencies


Employment in Information Technology

• Information Technology Association of America (ITAA) report (2003):

• Workers in Information Technology 10.3 million

• Workers in Technical Support fields 1.9 million

• Technical Writers .5 million

• Open positions (2000) 1.5 million

• Open positions (2003) .5 million


User Support versus Technical Support

• Computer user support is 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 is 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 difficult and complex problems users encounter


Alternate names for the user support function in organizations

• User Support

• Client Services

• Technical Support

• Computer Help Hotline

• Hardware/Software/Network Support

• Support Services

• Help Desk

• Client Support Services

• Computer Assistance

• Call Center

• Information Center

• Computer User Services


Ways that organizations provide a user support function


Informal Peer Support

• Peer support is an informal level of user support • 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


User Support Combined with Other Responsibilities

• Responsibility for user support is formalized in an existing employee’s position description

• Can make significant demands on worker’s time and compete with other assigned tasks


User Support as a Separate Position or Group

• Frequently occurs when part-time, informal peer support cannot meet support demands

• Alternatives:• Full-time support position

• Organize part-time workers into a user support group


Help Desk Support

• A help desk 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 e-mail address• an online chat session• a Web site


User Support Center Operation

• A user support center provides a wide range of services to an organization’s computer users• Consulting on product purchases

• Training and documentation on supported products

• Help desk operation

• Troubleshooting assistance

• Also called an information center


User Support as an IS Responsibility

• Support is provided:• directly by technical IS staff

• by a separate group within IS

• Advantage: Provides single point of contact for problems

• Disadvantage: Conflicts with other IS employee work assignments


User Support Outsourced to a Vendor

• Outsourcing involves a contract with a vendor that specializes in support services

• Advantage: Controls costs while taking advantage of external expertise

• Disadvantages:• Relies on telephone, e-mail or Web contacts rather than on-

site access• Costs are predictable, but not necessarily lower• Little transfer of knowledge to in-house staff• Lack of personal relationship between users and support staff


Common User Support Services


Common User Support Functions in Organizations


Staff a Help Desk, Hotline, or Chat Session

• Respond to requests for product information

• Market products and services

• Provide solutions to problems

• Receive and log user complaints about product features

• Handle warranties and product returns


Provide Technical Troubleshooting Assistance

• Deals with intractable problems that–are beyond the immediate services a 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


Locate Informationto Assist Users

• Access, search for, locate, and work with information to solve a problem

• Resources• Printed materials from vendors

• Trade and text books

• Online help

• CD-ROM databases

• Internet Web sites

• Automated telephone voice-response units


Evaluate Hardware, Software and Network Products

• Issues to evaluate:• Increase Productivity?

• Compatible?

• Timing?

• Useful features?

• Cost effective?


Coordinate Organization-wide Support Standards

• Support Standards are lists 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


Perform Needs Assessment and Purchase Assistance

• Also called a needs analysis• Investigate and determine the features and

configuration of hardware and software that will best meet a user’s needs

• May also include• justifying the purchase

• how to place an order

• how to pay for the system


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 a system


Provide Training on the Use of Computer Systems

• Goal: To make effective use of a new or upgraded system

• Examples• Basic, introductory classes

• How to use new software

• Advanced training


Prepare Documentation on Computer Use

• Training is one-time – documentation is always available

• Example documents:• Introductory, “how-to” manuals

• Tutorials and reference manuals

• Organizational computer use guidelines

• Online documentation, such as FAQs and wizards


Perform Computer Facilities Management Tasks

• Computer facilities management tasks include• Maintain security

• Make media backups

• Prevent viruses

• Deal with ergonomic problems

• Purchase supplies

• Perform preventive maintenance

• Goal: keep computers operational on a daily basis


Assist Users with Software Development Projects

• To solve specific business problems or meet information requirements

• Software development is a potential source of conflict between IS department staff and support center staff

• Compatibility

• Design standards

• Documentation

• Security

• Emphasis is on assisting users with applications development, rather than developing applications

• Provided to a limited extent by many user support centers


Calpine Corporation’s Desktop Support Technician

• Provide support to end users• Install, maintain and upgrade systems

• Provide network connectivity

• Provide help desk services

• Write documentation on procedures

• Troubleshoot problems and maintain PCs

• Maintain communications with end users

• Analyze need for new technologies

• Track PC hardware and software inventory


Stream International’s Support Services Representative

• Provide telephone support

• 7 hours per day

• 10 to 40 calls per day

• Help customers with technical problems

• Work as part of a team

• Research technical problems

• Sell products

• Work with technical specialists on difficult problems

• Meet high performance standards

• Become an expert on a product


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 and peripherals

• Assist with network design

• Perform preventive network maintenance

• Research solutions to technical and business problems


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


Knowledge• What an employee must know

• May be stated as:• specific number of years of education

• a degree in a specified field

• list of topics

• Examples• Knowledge of basic computer operation

• Knowledge of application software package (e.g., Excel)


Skills

• Tasks an employee must be able to perform well

• Can be attained through practice or experience

• Examples• Skill in troubleshooting hardware and software

• Skill in configuring desktop computers to optimize performance


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 work as a member of a team

• Ability to write documentation


How to get KSAs

• Few support employees have every KSA they need on day 1

• Learning resources:• Employer training and orientation classes

• Continuing education

• On-the-job learning

• Community College classes

• Vocational-technical school classes

• Industry training and certification classes


Alternative Career Paths for User Support Workers

• Computer Programmer/Developer

• Network Support Technician

• Web site maintainer

• User Support Manager/Supervisor

• Project Manager

• Trainer

• Technical Writer

• Computer Security Specialist


Chapter Summary• The job market demand fluctuates for user support workers

• Organizations provide a user support function to employees and customers in different ways

• Users need a variety of support services to be productive

• Position descriptions for user support staff in various organizations include common duties and responsibilities

• Entry-level support jobs require a combination of knowledge, skills, and abilities (KSAs)

• Several alternative career paths are available for user support workers

chapter 2 introduction to computer user support

Documents

user support functionservices

support demandsalternatives

millionuser support

productivelytechnical

information centeruser

technical support fields

assigned tasksuser support

growth of end user computing