1. Chapter 2 Introduction to Computer User Support

2. 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

3. 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

4. Employment in Information Technology
Information Technology Association of America (ITAA) report (2003):
Workers in Information Technology million
Workers in Technical Support fields million
Technical Writers million
Open positions (2000) million
Open positions (2003) million
Guide to Computer User Support, 3e

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

6. 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

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

8. 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 address
an online chat session
a Web site
Guide to Computer User Support, 3e

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

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

11. 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

12. 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

13. 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

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

15. 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

16. 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

17. 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

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

19. 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

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

21. 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

22. 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

23. 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

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

25. 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