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About the Presentations

Detailed presentations covering objectives, classifications, support services, user computing, milestones, and end-user resources. Customize for class needs with figures and guidelines.

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About the Presentations

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

  2. Chapter 1 Introduction to Computer User Support A Guide toComputer User Supportfor Help Desk and Support SpecialistsFifth Edition by Fred Beisse

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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