1. Chapter 2: Introduction to Computer User Support

2. Learning Objectives Why the need for user support employees is growing Common ways organizations organize the user support function Services that user support centers provide Position descriptions for user support staff members The knowledge, skills, and abilities needed to qualify for an entry-level user support position

3. Increased Need for User Support Employees Greater need due to:  Growth of end user computing in offices and homes  Growth of Internet use  Lower unemployment rates  Shortage of well-trained IT workers To fill support positions:  Organizations form partnerships with community colleges or vocational/technical schools

4. User Support versus Technical Support computer user support — 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 — A level of user support that focuses on higher- level troubleshooting and problem solving

5. How Organizations Organize the User Support Function Informal peer support User support combined with other responsibilities User support as a separate position or group Help desk support User support center User support as an IS responsibility User support outsourced to a vendor

6. Informal Peer Support peer support — An informal level of user support where coworkers in an organization or department exchange information and provide assistance about computer use and problems encountered by other users. No special training or preparation required

7. User Support Combined with Other Responsibilities Responsibility for user support is formalized in an existing employee’s position description Can make significant demands on employee’s time and compete with other assigned tasks

8. User Support as a Separate Position or Group Part-time, informal peer support cannot meet support demands:  Full-time support position  Organize part-time employees into a formal user support group

9. Help Desk Support 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 e-mail address  a Web site

10. User Support Center Also called an information center Provides a wide range of services to an organization’s computer users  Help desk  Consulting on product purchases  Training and documentation on supported products  Troubleshooting

11. User Support as an IS Responsibility Provided:  directly by technical IS staff  by a separate group within IS Advantage: Provides single point of contact Disadvantage: Conflicts with other IS employee assignments

12. User Support Outsourced to a Vendor Contract with a vendor that specializes in support services Advantage: Control costs while taking advantage of of external expertise Disadvantages:  Telephone or e-mail rather than on-site access  Costs are not necessarily lower  Little transfer of knowledge to in-house staff  Lack of personal relationship between users and support staff

13. Services User Support Centers Provide Staff a Help Desk or Hotline for Information and Problems Provide Technical Troubleshooting Assistance Locate Information to Assist Users Evaluate Hardware, Software and Network Products

14. Services User Support Centers Provide Coordinate Organization-wide Support Standards Perform Needs Assessment and Purchase Assistance Provide System Installation Assistance Provide Training on the Use of Computer Systems

15. Services User Support Centers Provide Prepare Documentation on Computer Use Perform Computer Facilities Management Tasks Assist Users with Applications Software Development

16. Staff a Help Desk or Hotline for Information and Problems Respond to requests for product information Market products and services Provide solutions to problems Receive user complaints about product features Handle warranties and product returns

17. Provide Technical Troubleshooting Assistance Deal with intractable problems that go beyond the immediate services the 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

18. Locate Information to Assist Users Access, search for, locate, and work with information to solve a problem Examples  Printed materials from vendors  Trade and text books  Online help  CD-ROM databases  Internet Web sites  Interactive fax services  Automated telephone voice-response units

19. Evaluate Hardware, Software and Network Products Questions to answer:  Productivity  Compatibility  Cost effective  Usability  Timing

20. Coordinate Organization-wide Support Standards Standards - List of computer products that an organization recommends to its employees and that it will support Goal: To limit the hardware and software products a support staff must be able to support to reduce support costs

21. Perform Needs Assessment and Purchase Assistance Also called a needs analysis To investigate and determine the features and configuration of hardware and software that will best meet a user’s needs May include justifying the purchase, how to place an order, and how to pay for the system

22. 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 the system

23. Provide Training on the Use of Computer Systems Goal: To make effective use of a new or upgraded system Examples  Basic, introductory classes  Advanced training  Periodic training sessions  One-on-one training

24. Prepare Documentation on Computer Use Training is one-time – documentation is always available Example documents:  Introductory, “how-to” manuals for new users  Tutorials and reference manuals on specific products  Organizational computer use guidelines  Online documentation, such as FAQs and wizards

25. Perform Computer Facilities Management Tasks Maintain security Make media backups Prevent viruses Deal with ergonomic problems Purchase supplies Perform preventative maintenance

26. Assist Users with Applications Software Development To solve specific problems or meet information requirements Potential source of conflict between IS department staff and support center staff  Compatibility  Design standards  Documentation  Security Not provided by many user support centers Emphasis on assisting users with applications development

27. Calpine Corporation’s End User Support Analyst Provide support to PC users at Western Regional Office  Install, configure and upgrade systems  Provide help desk services  Troubleshoot problems and maintain PCs  Provide training  Write documentation  Analyze computer needs  Track PC hardware and software inventory  Provide network support

28. Stream International’s Support Services Representative Provide responsive and competent telephone support to customers in areas of product features, installation, use, and usability for the specified software product(s) High level of professional, competent support Meet goals for problem response and duration Provide telephone support Maintain high level of technical product knowledge Act in mature, professional manner

29. St Petersburg Junior College Network Technical Support Specialist Combines network support with user support  Provide technical support to resolve network problems  Act as liaison between end users and IS management  Install, maintain and troubleshoot end-user computers  Assist with network design  Perform preventive network maintenance  Research solutions to technical and business problems

30. Knowledge, Skills and Abilities (KSAs) Analyze position descriptions for KSAs:  Knowledge – what do I need to know  Skills – what do I need to be able to do well  Abilities – what special tasks or skills do I need to be able to perform Note: the difference between skills and abilities is blurred in everyday use.

31. Knowledge What an employee must know May be stated as:  specific number of years of education  a degree in a specified field  list of topics Examples  Knowledge of basic computer operation  Knowledge of applications software package (e.g., Excel)

32. Skills Tasks an employee must be able to perform well Can be attained through training or experience Examples  Skill in troubleshooting hardware and software  Skill in configuring desktop computers to optimize performance

33. Abilities A special task or skill a support specialist either has or does not have Often state as ability to perform a specific task Examples  Ability to lift 50-pound boxes  Ability to communicate with users in Spanish  Ability to assemble and upgrade PCs  Ability to write documentation

34. How to get KSAs Few support employees have every KSA they need on day 1. Learning resources:  Employer training and orientation classes  On-the-job training  Continuing education  Community College classes  Vocational-technical school classes  Industry training and certification classes

35. Alternative Career Paths for User Support Workers Programmer / Developer Network Technician Web Site Maintainer Support Management Project Management Trainer and Technical Writer Security Specialist