1. Chapter 1 Introduction to Computer User Support
A Guide to Computer User Support for Help Desk & Support Specialists Fourth Edition by Fred Beisse
Chapter 1
Introduction to Computer User Support

2. Classifying End Users
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

3. Relationship to Support Provider
Internal user: an in-house coworker in the organization that provides support
External user: clients or customers of an organization
Retail customer of vendors
Corporate users who purchased products or services from a vendor
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

4. Resources End Users Need (continued)
Supplies
Data and information
Technical support
Facilities, administration, and overhead
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

5. End-User Application Software
and instant messaging
Web browser
Word processor
Spreadsheet
Database manager
Graphics
Planning and scheduling
Desktop publishing
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

6. End-User Application Software (continued)
Web site developer
Educational and entertainment
Enterprise applications
Industry-specific applications
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

7. Problems End-Users Experience
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

8. Waste of Resources Examples:
Purchase decision by user who lacks expertise
User spends excessive time trying to solve a problem
Worker spends time on non-business-related activities
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

9. User Mistakes Examples: User enters incorrect spreadsheet formula
User deletes or uninstalls needed software
User loses data because information not backed up
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

10. Computer Crime Examples:
Worker tries to profit from valuable company information
User becomes a victim of identify theft when bank account information is revealed
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

11. Theft of Resources Examples:
User illegally copies or uses computer programs or information (piracy)
Worker uses Internet to sell items online
User fails to turn in or report lost USB drive
Worker installs company’s software on home PC
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

12. Invasion of Privacy Examples:
User accesses confidential medical information of family and friends
User inadvertently downloads spyware that communicates personal information on the Internet
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

13. Abusive Users Examples: Worker sends unwanted e-mail to coworker
User displays off-color material visible to coworkers
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

14. Computer Viruses
Computer virus: software created with malicious intent to destroy information, erase or corrupt software, or adversely affect the operation of a computer or network
Examples:
Worker inadvertently downloads virus software onto office network
User forwards attachments with viruses
User sends virus warnings that are hoaxes
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

15. Health Problems
Ergonomics: a field that studies how to design a workspace that promotes worker health, safety, and productivity
Examples:
User develops carpal tunnel syndrome due to inadequate work breaks
Job stress forces user into early retirement
Employer refuses to supply ergonomic office furniture
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

16. How Organizations Provide a User Support Function
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

17. Forms of User Support
Peer support: informal; colleagues assist their coworkers
Part-time support: some small organizations cannot justify full-time support staff
User support team: formal workgroup provides support services
Help desk support: a single point of contact for users (internal or external) in need of technical support
Physical location
Telephone hotline
Via , Web site, or chat service
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

18. Forms of User Support (continued)
User support center (information center): provides a wide range of support services to internal users
User support as IT responsibility: user support may be organized as part of information technology (IT) department
User support outsourced to a vendor: an organization contracts with a vendor to provide user support to internal or external users through a signed agreement
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

19. User Support Services
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

20. User Support Functions
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

21. Position Description: Help Desk Support Representative
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

22. Position Description: Help Desk Support Representative (continued)
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

23. Position Description: Help Desk Support Representative (continued)
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

24. Position Description: Information Technology Specialist
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

25. Position Description: Information Technology Specialist (continued)
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

26. Position Description: Information Technology Specialist (continued)
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

27. Position Description: Information Technology Specialist (continued)
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

28. Position Description: Information Technology Specialist (continued)
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

29. Knowledge, Skills, and Abilities
Knowledge: what a worker needs to know to perform a job
Years of education
Degree
Certification
List of specific topics
Skills: what a worker must be able to perform well to do a job
Expertise based on practice and experience
Abilities: functions a worker can either perform or not
Physical abilities
Language abilities
Special abilities
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

30. Alternative Career Paths for User Support Workers
Programmer/developer
Network technician
Web site manager
Support manager
Project manager
Trainer
Technical writer
Security specialist
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

31. Chapter Summary
Early computers were large, centralized corporate or government systems used to automate manual tasks
Several industry trends during 1970s and 80s resulted in end-user personal computers
End users can be categorized according to:
Resources that impact total cost of ownership include:
Environment
Skill level
Frequency of use
Software used
Features used
Relationship to support
Hardware
Peripherals
Software
Upgrades
Maintenance
Supplies
Data and information
Facilities
Technical support
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

32. Chapter Summary (continued)
End-user software includes:
Primary goal of end-user computing: make users more productive
Common problems related to end-user computing include:
Instant messaging
Web browser
Word processor
Spreadsheet
Database manager
Graphics
Planning/scheduling
Desktop publishing
Web page developer
Education/entertainment
Enterprise/industry-specific
Wasted resources
User mistakes
Computer crime
Piracy
Invasion of privacy
Abusive use
Computer viruses
Health problems
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition

33. Chapter Summary (continued)
Ways to organize end-user assistance
Support services users need:
User support positions require a variety of knowledge, skills, and abilities (KSAs) that may lead to alternate career paths
Peer support
Part-time support
User support group
Help desk
User support center
IT department staff
Outsource to vendor
Help desk
Troubleshooting
Locate information
Product evaluation
Support standards
User needs assessment
System installation
Training
Documentation
Facilities management
Software development
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition