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

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

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

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

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

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

End-User Application Software E-mail 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

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

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

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

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

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

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

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

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

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

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

Addressing the Need for User Support Workers Economic recession (2001-2003) 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

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

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 e-mail, Web site, or chat service A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

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

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