Chapter 2 Introduction to Computer User Support

1. Chapter 2Introduction to Computer User Support

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 Guide to Computer User Support, 3e 2

3. 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 Guide to Computer User Support, 3e 3

4. 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 Guide to Computer User Support, 3e 4

5. 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 Guide to Computer User Support, 3e 5

6. 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 Alternate names for the user support function in organizations Guide to Computer User Support, 3e 6

7. Ways that organizations provide a user support function Guide to Computer User Support, 3e 7

8. 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 Guide to Computer User Support, 3e 8

9. 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 Guide to Computer User Support, 3e 9

10. 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 Guide to Computer User Support, 3e 10

11. 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 Guide to Computer User Support, 3e 11

12. 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 Guide to Computer User Support, 3e 12

13. 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 Guide to Computer User Support, 3e 13

14. 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 Guide to Computer User Support, 3e 14

15. Common User Support Services Guide to Computer User Support, 3e 15

16. Common User Support Functions in Organizations Guide to Computer User Support, 3e 16

17. 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 Guide to Computer User Support, 3e 17

18. 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 Guide to Computer User Support, 3e 18

19. 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 Guide to Computer User Support, 3e 19

20. Evaluate Hardware, Software and Network Products • Issues to evaluate: • Increase Productivity? • Compatible? • Timing? • Useful features? • Cost effective? Guide to Computer User Support, 3e 20

21. 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 Guide to Computer User Support, 3e 21

22. 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 Guide to Computer User Support, 3e 22

23. 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 Guide to Computer User Support, 3e 23

24. 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 Guide to Computer User Support, 3e 24

25. 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 Guide to Computer User Support, 3e 25

26. 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 Guide to Computer User Support, 3e 26

27. 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 Guide to Computer User Support, 3e 27

28. 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 Guide to Computer User Support, 3e 28

29. 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 Guide to Computer User Support, 3e 29

30. 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 Guide to Computer User Support, 3e 30

31. 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 Guide to Computer User Support, 3e 31

32. 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) Guide to Computer User Support, 3e 32

33. 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 Guide to Computer User Support, 3e 33

34. 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 Guide to Computer User Support, 3e 34

35. 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 Guide to Computer User Support, 3e 35

36. 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 Guide to Computer User Support, 3e 36

37. 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 Guide to Computer User Support, 3e 37