Help Desk Introduction to Computer User Support

2 Certificate III Software Applications Introduction to Computer User Support Increased Need for User Support Employees Some of the trends now influencing the demand for user support employees in organisations are: downturn in hiring in all I T fields downturn in hiring in all I T fields an increase of technical support jobs overseas (India, Asia) an increase of technical support jobs overseas (India, Asia) organisations increasingly using contract employees from agencies for Tech Support organisations increasingly using contract employees from agencies for Tech Support

3 Certificate III Software Applications Introduction to Computer User Support How Organisations - Organise the User Support Function Computer User Support (user support) provides information and services to employees or customers to help become more productive when using computers. Technical Support focuses on high level troubleshooting and problem solving.

4 Certificate III Software Applications Introduction to Computer User Support Some common names for support can include: User Support User Support Help Desk Help Desk Customer Services Customer Services Client Support Services Client Support Services Technical Support Technical Support Computer Assistance Computer Assistance Call Centre Call Centre Hardware/Software/Network Support Hardware/Software/Network Support

5 Certificate III Software Applications Introduction to Computer User Support Organisations provide support in a variety of ways: informal peer support informal peer support user support combined with other responsibilities user support combined with other responsibilities user support as a separate position or group user support as a separate position or group help desk support help desk support user support centre operation user support centre operation user support as an Information Services responsibility user support as an Information Services responsibility user support outsourced to a vendor user support outsourced to a vendor

6 Certificate III Software Applications Introduction to Computer User Support User Support Services staff a help desk staff a help desk provide technical troubleshooting hardware/software/ network provide technical troubleshooting hardware/software/ network locate information to assist users locate information to assist users evaluate hardware/software/network products evaluate hardware/software/network products co ‑ ordinate organisation wide standards for product support co ‑ ordinate organisation wide standards for product support perform needs assessment and purchasing assistance perform needs assessment and purchasing assistance

7 Certificate III Software Applications Introduction to Computer User Support User Support Services provide system installation assistance provide system installation assistance provide training on system and procedures provide training on system and procedures prepare documentation on computer use prepare documentation on computer use perform computer facilities management tasks perform computer facilities management tasks assist users with applications development problems assist users with applications development problems

8 Certificate III Software Applications Introduction to Computer User Support Position Descriptions for User Support Position descriptions in the user support industry often include some combination of the tasks outlined in the previous two slides. Position descriptions reflect how an organisation structures its user support. For example, an organisation with a full ‑ fledged support centre is more likely to include in a user support position description the ability to analyse employee computer needs and recommend hardware and software purchases.

9 Certificate III Software Applications Introduction to Computer User Support Knowledge Skill & Abilities One way to better understand, the requirements for a specific position is to analyse them in terms of KSA's, the Knowledge, Skills and Abilities needed to perform the job. Human Resources personnel often analyse a position description and prepare a check list of KSA's to use to screen applicants.

10 Certificate III Software Applications Introduction to Computer User Support Knowledge Skill & Abilities Knowledge Each position includes a description of what an employee needs to know in order to do the job. This component maybe stated in term of educational qualifications (degree, diploma etc). A list of subject or topic area an employee is expected to know. Examples of knowledge required for the Desktop Support Technician could include : knowledge of basic computer operation knowledge of basic computer operation knowledge of application software skills knowledge of application software skills

11 Certificate III Software Applications Introduction to Computer User Support Knowledge Skill & Abilities Skills Each position requires specific job skills or tasks that a support specialist must be able to support well. The maybe advanced skills in one or more areas. Examples of skills required for the Desktop Support Technician could include: Skill in troubleshooting hardware and software problems Skill in configuring desktop computers to optimise performance

12 Certificate III Software Applications Introduction to Computer User Support Knowledge Skill & Abilities Abilities Abilities are tasks that an applicant can either do or not do. Other abilities are based on combinations of knowledge and skills that help a support specialist perform a specific task. Examples of abilities required for the Desktop Support Technician could include: Ability to assemble and upgrade PC's Ability to write documentation