Chapter 2 Introduction to Computer User Support

Learning Objectives Explain the roles of client support / help desk By the end of this lesson the following will be made clear to the learners and they should be able to : Explain the roles of client support / help desk Explain the difference between hard skill and soft skills. Explain troubleshooting techniques. Guide to Computer User Support, 3e 2

Fluctuations in the Need for User Support Employees Increased demand 1990 onwards due to: Growth of end user computing in offices and homes Growth of Internet use Shortage of well-trained IT workers Guide to Computer User Support, 3e 3

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

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

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

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

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 8

Common User Support Services Guide to Computer User Support, 3e 9

Common User Support Functions in Organizations Guide to Computer User Support, 3e 10

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 11

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 12

Locate Information to 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 13

Evaluate Hardware, Software and Network Products Issues to evaluate: Increase Productivity? Compatible? Timing? Useful features? Cost effective? Guide to Computer User Support, 3e 14

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 15

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 16

Clint support skills Soft Skills Refer to the ability to communicate effectively with others. They are much more subjective. Hard skills Measurable skills such as configuring and troubleshooting hey are specific abilities that can be taught and measured. Guide to Computer User Support, 3e 17

Clint Support Skills Guide to Computer User Support, 3e 18

Soft Skills Communication skills Effective communication is extremely important in IT support job roles. Technicians need to be able to question the user to get adequate information on a problem. Verbal ( words ) None- verbal Guide to Computer User Support, 3e 19

Non-verbal communication Guide to Computer User Support, 3e 20

Soft Skills Personal skills Personal skills refer to someone’s ability to manage different situations and manage themselves. Written communication is one of the most important soft skills for help desk technicians to do documentation Trainin skills This can be informal one-on-one training or in some cases formal classroom training. Guide to Computer User Support, 3e 21

Hard Skills Technical skills Refer to the technician’s ability to configure, maintain, and troubleshoot IT systems. Security skills Refer to the technician’s ability to recognize malware symptoms and resolve them . Troubleshooting skills Refer to the ability of a technician to identify and resolve a problem. Business skills Refer to the technician’s understanding of the organization’svision, mission, and values, in addition to the ability to use tools available within the organization. Guide to Computer User Support, 3e 22

Troubleshooting Skills Refer to the ability of a technician to identify and resolve a problem. The seven steps of troubleshooting: Analysis. Problem identification. Action plan Implementation Testing Documentation Follow up Guide to Computer User Support, 3e 23

Troubleshooting Skills Sample flowchart Guide to Computer User Support, 3e 24

Summary User support / help desk plays an important role in any organization. User support / Help desk specialists require a wide range of skills to be successful Their primary job is to help users, and the obvious skills they need are technical so that they can troubleshoot and resolve problems Guide to Computer User Support, 3e 25