1. Providing Support to Users Maureen E Rennie maureen.rennie@central-glasgow.ac.uk

2. Hardware Support This interactive presentation covers all aspects of hardware support This interactive presentation covers all aspects of hardware support To find out more about each topic move the mouse over the heading To find out more about each topic move the mouse over the heading Press Esc at any time to end the show Press Esc at any time to end the show The arrow in the bottom left hand corner will return you to the previous menu The arrow in the bottom left hand corner will return you to the previous menu

3. Methods of Providing Support Types of Hardware Support Hardware Sources of Support Types of Support Hardware

4. Methods of providing Hardware Support Return to Base On-Site Swap-out/replacement

5. Methods of providing Hardware Support Return to Base On-Site Swap-out/replacement The faulty hardware is returned to the workshop for fault diagnosis and repair

6. Methods of providing Hardware Support Return to Base On-Site Swap-out/replacement The technician goes to the users place of work to repair the faulty hardware

7. Methods of providing Hardware Support Return to Base On-Site Swap-out/replacement The faulty hardware is replaced with a fully functional piece of equipment while the repair is being done

8. Advice on new hardware Types of Hardware Support Types of HardwareSupport Installing New hardware Faults Maintenance Upgrades Network

9. Types of Hardware Support Types of HardwareSupport Installing New hardware Faults Maintenance Upgrades Network The Support Centre will often be asked to give advice on the purchase of new hardware. This will include sourcing new hardware and advising on compatibility with existing hardware.

10. Advice on new hardware Types of Hardware Support Types of HardwareSupport Installing New hardware Faults Upgrades Network The Support Centre will carry out routine maintenance Cleaning Testing Diagnostics

11. Advice on new hardware Types of Hardware Support Types of HardwareSupport Faults Maintenance Upgrades Network It is the responsibility of The Support Centre to install and test new hardware Connect new computers to the network

12. Advice on new hardware Advice on new hardware Types of Hardware Support Types of HardwareSupport Installing New hardware Installing New hardware Faults Maintenance Network It is the responsibility of The Support Centre to install and test Hardware upgrades such as extra memory and network cards

13. Advice on new hardware Types of Hardware Support Types of HardwareSupport Installing New hardware Faults Maintenance Upgrades The Support Centre will Be responsible for the maintenance, upgrading and repair of the network servers

14. Advice on new hardware Types of Hardware Support Types of HardwareSupport Installing New hardware Maintenance Upgrades Network The support centre will repair general hardware faults: Paper jams Faulty/dirty mouse Sticky keyboard

15. Types of Hardware Support Manufacturer Sources of Hardware Support Supplier 3 rd Party In-House

16. Types of Hardware Support The Manufacturer The hardware is bought directly from the company that produces it. The manufacturer is responsible for ensuring that the product functions correctly. The goods will normally be covered by warranty for a period of time after purchase. Many manufacturers also offer support in the form of helpdesks, web sites, FAQS and bulletin boards

17. Types of Hardware Support The Supplier The hardware is bought from a dealer The supplier is responsible for ensuring that the product functions correctly. The supplier is responsible for the warranty which will normally be for one year after purchase For an extra charge many suppliers offer an extended warranty

18. Types of Hardware Support 3 rd Party Independent of the manufacturer and the supplier Staff skilled in a wide range of skills are employed Users may be charged for each individual visit or they may pay an annual fee.

19. Types of Hardware Support In House Hardware support is provided by a department within the organisation Can provide support that is tailored to the organisation Support staff understand the operation of the organisation Can provide instant response The most expensive form of support when staff overheads are taken in to account