A Guide to
Computer User Support
for Help Desk & Support Specialists
Fourth Edition by Fred Beisse
Chapter 1
Introduction to Computer User Support
Classifying End Users
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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
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Resources End Users Need (continued)
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Supplies
Data and information
Technical support
Facilities, administration, and overhead
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End-User Application Software
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E-mail and instant messaging
Web browser
Word processor
Spreadsheet
Database manager
Graphics
Planning and scheduling
Desktop publishing
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End-User Application Software
(continued)
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•
•
•
Web site developer
Educational and entertainment
Enterprise applications
Industry-specific applications
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Problems End-Users Experience
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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
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User Mistakes
Examples:
• User enters incorrect spreadsheet formula
• User deletes or uninstalls needed software
• User loses data because information not backed up
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Computer Crime
Examples:
• Worker tries to profit from valuable company
information
• User becomes a victim of identify theft when bank
account information is revealed
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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
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Invasion of Privacy
Examples:
• User accesses confidential medical information of
family and friends
• User inadvertently downloads spyware that
communicates personal information on the Internet
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Abusive Users
Examples:
• Worker sends unwanted e-mail to coworker
• User displays off-color material visible to coworkers
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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 e-mail attachments with viruses
• User sends virus warnings that are hoaxes
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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
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How Organizations Provide
a User Support Function
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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 e-mail, Web site, or chat service
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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
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User Support Services
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User Support Functions
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Position Description:
Help Desk Support Representative
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Position Description:
Help Desk Support Representative
(continued)
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Position Description:
Help Desk Support Representative
(continued)
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Position Description:
Information Technology Specialist
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Position Description:
Information Technology Specialist
(continued)
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Position Description:
Information Technology Specialist
(continued)
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Position Description:
Information Technology Specialist
(continued)
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Position Description:
Information Technology Specialist
(continued)
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Knowledge, Skills, and Abilities
• Knowledge: what a worker needs to know to perform a job
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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
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Alternative Career Paths
for User Support Workers
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Programmer/developer
Network technician
Web site manager
Support manager
Project manager
Trainer
Technical writer
Security specialist
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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 enduser personal computers
• End users can be categorized according to:
Environment
Skill level
Frequency of use
Software used
Features used
Relationship to support
• Resources that impact total cost of ownership include:
Hardware
Peripherals
Software
Upgrades
Maintenance
Supplies
Data and information
Facilities
Technical support
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Chapter Summary (continued)
• End-user software includes:
E-mail
Instant messaging
Web browser
Word processor
Spreadsheet
Database manager
Graphics
Planning/scheduling
Desktop publishing
Web page developer
Education/entertainment
Enterprise/industry-specific
• Primary goal of end-user computing: make users more
productive
• Common problems related to end-user computing include:
Wasted resources
User mistakes
Computer crime
Piracy
Invasion of privacy
Abusive use
Computer viruses
Health problems
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Chapter Summary (continued)
• Ways to organize end-user assistance
Peer support
Part-time support
User support group
Help desk
User support center
IT department staff
Outsource to vendor
• Support services users need:
Help desk
Troubleshooting
Locate information
Product evaluation
Support standards
User needs assessment
System installation
Training
Documentation
Facilities management
Software development
• User support positions require a variety of knowledge, skills,
and abilities (KSAs) that may lead to alternate career paths
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