1. About the Presentations The presentations cover the objectives described in the opening of each chapter. All chapter objectives are listed in the beginning of each presentation. You may customize the presentations to fit your class needs. Some figures from the chapters are included. A complete set of images from the book can be found on the Instructor Companion Web site and the Instructor Resources disc. 1 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

2. A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS FIFTH EDITION BY FRED BEISSE Chapter 1 Introduction to Computer User Support

3. Chapter Objectives How changes in computer technology over time have affected computer use Ways to classify end users Resources computer users need and major categories of end-user software Common problems encountered by users 3 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

4. Chapter Objectives (continued) Job market demand for user support workers Common ways to organize and provide support services Typical position descriptions for user support staff Knowledge, skills, and abilities required for an entry- level support position Career paths for user support workers 4 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

5. End-User Computing End-user computing: the use of computers for both business and personal use Knowledge worker: employees whose primary job is to collect, prepare, process, and distribute information Graphical user interfaces (GUIs): screen images that enable users to access program features and functions intuitively, using a mouse or pointing device 5 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

6. Milestones in the Adoption of Computer Technology 6 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

7. Milestones in the Adoption of Computer Technology (continued) 7 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

8. The 1980s and 1990s: The Growth of Decentralized Computing 8 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

9. Distributed vs. Cloud Computing The 1990s and 2000s – Distributed computing: computer resources are distributed throughout an organization according to the location and needs of workers The 2010s – Cloud computing: computer resources are stored and processed centrally on powerful local or Internet servers 9 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

10. Classifying End Users 10 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

11. Relationship to Support Provider Internal users: in-house coworkers in the organization that provides support External users: clients or customers of an organization – Retail customers of hardware and software vendors – Corporate users who purchased products or services from a support services vendor 11 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

12. Resources End Users Need Basic hardware Add-on peripherals – Peripheral devices: hardware add-ons that plug into a computer’s system unit Hardware maintenance and upgrades Software and software upgrades 12 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

13. Resources End Users Need (continued) Supplies Data and information Technical support Facilities, administration, and overhead 13 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

14. Total Cost of Ownership (TCO) Basic hardware + Add-on peripherals + Hardware maintenance and upgrades + Software and software upgrades + Supplies + Data and information + Technical support + Facilities, administration, and overhead ===== TCO! 14 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

15. End-User Application Software Electronic mail and instant messaging (chat) Web browser Word processing Spreadsheets Database management Graphics Planning and scheduling Desktop publishing 15 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

16. End-User Application Software (continued) Web site development Educational and entertainment software Enterprise applications Industry-specific applications 16 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

17. Problems End Users Experience 17 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

18. 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 18 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

19. User Mistakes Examples: User enters incorrect spreadsheet formula User deletes or uninstalls needed software User loses data because information is not backed up 19 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

20. Computer Crime Examples: Worker tries to profit from valuable company information User becomes a victim of identity theft by revealing bank account information 20 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

21. Theft of Resources Examples: User illegally copies or uses computer programs or information (piracy) Worker uses company Internet access to sell items online User fails to turn in or report lost USB drive Worker installs company’s software on home PC 21 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

22. Invasion of Privacy Examples: User accesses confidential medical information of family and friends User inadvertently downloads spyware that communicates personal information on the Internet 22 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

23. Abusive Users Examples: Worker sends unwanted email to coworker User displays off-color material visible to coworkers 23 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

24. Computer Viruses Computer virus: software created with malicious intent to destroy information, erase or corrupt software, or adversely affect the operation of an infected computer or network Examples: Worker inadvertently downloads virus software onto office network User forwards email attachments contaminated with a virus User sends virus warnings that are hoaxes 24 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

25. 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 25 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

26. Addressing the Need for User Support Workers 1.Economic recession (2007-2009) Unemployment increased to over 10 percent Less user support employment than in the 1990s 2.Some technical support jobs transferred overseas 3.Increase in technical support work through temporary employment agencies 4.Expansion of mobile technologies creates demand for support workers 26 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

27. The User Support Function Computer user support – Lower level services – Help desk services – Broad spectrum of services Technical support – Higher level services – Advanced troubleshooting – Narrower focus 27 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

28. How Organizations Provide a User Support Function 28 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

29. 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: a single point of contact for users (internal or external) in need of technical support – Physical location – Telephone hotline – Via email, Web site, or chat service 29 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

30. 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 the 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 30 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

31. User Support Services 31 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

32. 32 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition User Support Functions

33. Position Description: Level 1 Help Desk Agent 33 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

34. Position Description: Level 1 Help Desk Agent (continued) 34 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

35. Position Description: Level 1 Help Desk Agent (continued) 35 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

36. Position Description: Level 1 Help Desk Agent (continued) 36 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

37. Position Description: Level 1 Help Desk Agent (continued) 37 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

38. Position Description: Network Support Technician 38 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

39. Position Description: Network Support Technician (continued) 39 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

40. Position Description: Network Support Technician (continued) 40 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

41. Position Description: Network Support Technician (continued) 41 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

42. Knowledge, Skills, and Abilities Knowledge: what a worker needs to know to perform a job – Years of education – Degree – Certification – List of specific topics 42 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

43. Knowledge, Skills, and Abilities 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 43 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

44. Alternative Career Paths for User Support Workers Programmer/developer Network technician Web site maintainer Support manager Project manager Trainer/technical writer Security specialist 44 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

45. Chapter Summary Early computers were large, centralized corporate or government systems used to automate manual tasks Several industry trends during the 1970s and 1980s resulted in end-user personal computers End users can be categorized according to Resources that impact total cost of ownership include 45 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition EnvironmentSkill levelFrequency of use Software usedFeatures usedRelationship to support HardwarePeripheralsSoftware UpgradesMaintenanceSupplies Data and informationFacilitiesTechnical support

46. 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 46 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition EmailInstant messagingWeb browser Word processorSpreadsheetDatabase management GraphicsPlanning/schedulingDesktop publishing Web page developerEducation/entertainmentEnterprise/industry-specific Wasted resourcesUser mistakesComputer crime PiracyInvasion of privacyAbusive use Computer virusesHealth problems

47. 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), which may lead to alternate career paths 47 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition Peer supportPart-time supportUser support group Help deskUser support centerIT department staff Outsource to vendor Help deskTroubleshootingLocate information Product evaluationSupport standardsUser needs assessment System installationTrainingDocumentation Facilities managementSoftware development