1 End User Support Introduction Identify and select remedies

2 Aims Look into what is involved in technical support Look into what is involved in technical support Discuss the sources/types of support Discuss the sources/types of support Acquired a knowledge of information gathering Acquired a knowledge of information gathering

3 What is the goal of IT technical support? The main goal of IT technical support is to resolve the user problem as quick and efficiently as possible, in order for the end-user to effectively get on with the job. The main goal of IT technical support is to resolve the user problem as quick and efficiently as possible, in order for the end-user to effectively get on with the job.

4 Sources of Support Manufacturers Manufacturers Dealers Dealers Third-party support Third-party support In-house support In-house support

5 Types of Support Help desk Help desk –A call centre (helpdesk) is a place where end users queries are handled –Has expert system knowledge base of FAQs –When available – Operator can control user’s computer remotely –Messages can be broadcast simultaneously to all users if necessary

6 Types of Support User Booklets (guides) User Booklets (guides) –Introductory guide for users of a new system –Instructions on simple required tasks i.e. how to change the password for the first time, add items etc –Where to go for training (on-line resources) –Where to log a fault or access diagnostic software –Help desk Number

7 Types of Support Further Documentation Further Documentation –Users need different levels depending on how they are using the software and how expert they are –This may contain basic tutorials for clerical staff –Reference manuals for more expert users (knowledge workers)

8 Types of Support On-line Help On-line Help –Does not refer to Web-based help –An invaluable aid to anyone learning a software package –Contains an index of topics –Usually has access to a number of tutorials

9 Types of Support Diagnostic software Diagnostic software –This software is used to try and find any obvious errors with the hardware/software, if errors are found the usually a step by step guide is provided to show how to resolve the error –If however no errors were found a list of possible errors and solutions are listed Can you identify any other forms of support available?

10 Types of Support Why shouldn’t users ask the IT technicians? Why shouldn’t users ask the IT technicians? – Problems with communication – Expert uses too much technical jargon – User is only able to reference the software in terms of what he wants to do rather than in a technical definition of a requirement

11 User Problems Introduction into Information gathering Introduction into Information gathering –In order for the End-user support staff to provide advice and guidance, they need to identify what the actual user problem is. –Information can be gathered from a number of sources, such as direct questioning of the end user, call logging system, consulting a fault log or using diagnostic and monitoring tools. –In order to carry out problem analysis the End-user support staff must have communication, research and analysis skills to seek out what the actual problem is.

12 User Problems Information gathering – Direct questioning Information gathering – Direct questioning –To start with you mostly have to begin with a very open question i.e. “What type of problem are you having” –Once you have the general idea of what kind of problem the End-User is having, then direct questioning can begin i.e. is the power on? etc

13 User Problems Information gathering – Call logging system Information gathering – Call logging system –A call logging system is a computerised system which is linked to a database of end users’ details and keeps a record of any communication with them –The call logging system helps to monitor trends and can be searched to identify queries which recur frequently –A call logging system enables the call to be identified with a call reference number allow a problem to be chased up if unresolved.

14 User Problems FieldNotes Call reference A unique reference number to identify the call Date and time of call It is important to record the date and time to identify how long it took to resolve the fault Caller ID This is the person who made the call, it allows HR to monitor trends to identify which employees may need further training

15 User Problems FieldNotes Technician allocated responsibility The helpdesk assistant would determine this i.e. the technician may need to specialise in a particular software package Date and time – responsibility was handed to technician This will help the all staff members to become more efficient Report from technicians What equipment etc was repaired whether the problem is now resolved – time it took to resolve

16 User Problems FieldNotes Error diagnosis Details of exactly what went wrong and how it was fixed to help other user with the same problem Costs Total cost to repair fault Recommendations From the experience of fixing this fault, are there any recommendations if this error was to happen again

17 User Problems Information gathering – Fault Log Information gathering – Fault Log –A fault log is a record of events that occurred, and on occasion includes information regarding how the fault was fixed –The fault log can prove useful if a problem keeps happening, and the cause is unknown –Noting the date and circumstances that lead up to an error occurring can often work out the solution to the problem

18 User Problems Information gathering – Fault Log Cont. Information gathering – Fault Log Cont. –Microsoft example: if a serious error occurs then all the details are written to a text file (Fault log) and then send it to Microsoft

19 User Problems

20 User Problems Information gathering – Diagnostic software & Monitoring tools Information gathering – Diagnostic software & Monitoring tools –Diagnostic software – this attempts to diagnose a problem; giving a list of possible faults and solutions –Monitoring tools are used to aid the technician to track down faults and improve the system performance

21 User Problems Information gathering – Diagnostic software (BT) Information gathering – Diagnostic software (BT) You will be attempting this later

22 User Problems Information gathering – Monitoring tools Information gathering – Monitoring tools –Event viewer is one example of a monitoring tool that is supplied with an operating system, it records major events i.e. boot-up sequence, opening and closing of applications. –Errors are recorded within these logs, which can be used to track possible hardware/software problems.

23 User Problems This can be obtained through Control panel/Administrative Tools

24 User Problems Fault type Fault type –A fault is perceived by the user, as either loss of service or poor performance. Loss of service includes Loss of service includes –A crash –The system has hung-up (unresponsive) –A peripheral no longer works –Failure to connect to the internet

25 User Problems Poor performance Poor performance –Relates to the system slowing down –Web pages take longer to load or material sent to printer takes a long time to print. –Overall the end user is not satisfied by the systems performance What about user error?

26 Conclusion We discussed the Unit outcomes We discussed the Unit outcomes Looked into what is involved in end user support Looked into what is involved in end user support Discussed the sources/types of support Discussed the sources/types of support Acquired a knowledge of information gathering Acquired a knowledge of information gathering