CTS 217:
Computer Training
& Support
CHAPTER 1
Introduction to
Computer User Support
Chapter Objectives
 In
this chapter, students will learn about:
How historical changes in computer technology
have affected computer use
 Ways to classify end users
 Resources computer users need and major
categories of end-user software
 Common problems users encounter
 The job market demand for user support
workers

Chapter Objectives
 In
this chapter, students will learn about:
Common ways to organize and provide support
services
 Typical position descriptions for user support
staff
 The knowledge, skills, and abilities for an entrylevel support position
 Career paths for user support workers

Historical Changes in Computer Use
 End-user
computing: the use of computers
for both business and personal use
All levels of organizations today
 Home, school, government
 Summary by decades on next slide

Milestones in the Adoption of CT
Decade
Primary Types and Uses of Computer Systems
1940s
• Invention of CPUs and peripherals
1950s
• Early use of large computers in large
corporations
• Widespread use of large-scale computers
• Early use of smaller, workgroup computers
1960s
1970s
• Widespread use of workgroup computers
• Terminal access to large-scale and workgroup
computers
Milestones in the Adoption of CT
Decade
Primary Types and Uses of Computer Systems
1980s
• Widespread use of home and business PCs
• Availability of mass-market applications software
and GUI operating systems
• Early data communications and networks
• Widespread use of local area and wide area
networks
• Distributed computing
• Rapid growth of the Internet
• Increased business use of the Internet
• Availability of very low-cost PCs
• Development of wireless technologies
1990s
2000s
6
1980s and 1990s:
Growth of Decentralized Computing
 Applications
backlog: lots of apps needed,
shortage of programmers  FRUSTRATING
 Knowledge worker: employees whose
primary job is to collect, prepare, process,
and distribute information

Accountant, Database report writer
1980s and 1990s:
Growth of Decentralized Computing
 Declining
PC costs: microcomputer (PC),
smaller scale, easier to put on desk, “toy”
computers
1980s and 1990s:
Growth of Decentralized Computing
 Inexpensive
productivity software: spend
more on programming than hardware; massmarket apps such as WordStar, Lotus 1-2-3,
and dBASE)  alleviated need for
programmers
1980s and 1990s:
Growth of Decentralized Computing
 User
friendly GUIs: menus, screen images,
point-and-click
1990s and 2000s:
Distributed & Network Computing
 Join
large-scale and workgroup computing
 network servers (TP and storage) and
desktop PCs (log in to servers and local
productivity software)

Wired, wireless, Internet … connectivity
 Data
or IT
Processing (60s and 70s) now called IS
Classifying End Users
 Environment:
home/non-business or
work/business
 Skill level: novice vs. highly skilled
 Frequency of use
 Software used: WP, SS, email, DB, games
 Features used: basics, intermediate, power
users
 Relationship: internal vs. external

Several categories? yes
Resources End Users Need
 $500
computer = a good deal, right??
 Basic hardware (components in case, input
devices, output devices)
 Add-on peripherals: camera, scanner,
modem
 H/W maintenance and upgrades: warranty
(business is better); upgrade RAM/HDD?
Resources End Users Need
 Software
upgrades
“Useless” trial versions
 Multiple operating systems (use virtual)
 Virus scan

 Supplies:
CDs/DVDs, paper, printer
cartridges)
 Data and information: monthly ISP fee,
subscription to help services or databases
Resources End Users Need
 Technical
support: includes installation
assistance, training courses, books,
magazines
LD charges, per call cost
 Training vs. trial and error

 Facilities,
administration, overhead
Furniture, utilities, devices, space
 Supervisors and overhead
 Total Cost of Ownership (TCO)

End-User Application Software
 Increase
productivity
Email and instant messaging
 Web browser (IE, Firefox, Safari)
 Word processing (Word 2010)
 Spreadsheets (Excel 2010)
 Database management (Access 2010)
 Graphics (GIMP)
 Planning and scheduling (Project 2010)
 Desktop publishing (Publisher 2010)

End-User Application Software
 Increase
productivity
Web site development (Dreamweaver,
Expression Web, FileZilla)
 Education and entertainment software
(MyITLab, games)
 Enterprise apps (Abra, FourthShift)
 Industry-specific apps (Meditech)

 Can
justify purchases with increased
efficiency of workers
Problems End-Users Experience
 Waste
of resources
Purchase incompatible software due to
inexperience
 Fix it yourself instead of calling support

 User
mistakes
Wrong formulas in Excel
 Forget to create backups

 Computer
crime
Sell company info to another company
 Phishing victim

Problems End-Users Experience
 Theft
of resources
Piracy: illegal distribution of software
 Violate computer use policy
 Install software to work at home – theft??

 Invasion
of privacy
Medical info files
 Spyware tracks history of purchases

 Abusive
users
Sending unwanted personal emails
 Displaying offensive wallpaper or screen saver

Problems End-Users Experience
 Computer
viruses
Malicious intent, destroy info, corrupt software
 User downloads and it spreads through network
 Forwarded email attachment
 Forwarding virus warning hoaxes (snopes.com)

 Health
problems
Carpal tunnel syndrome: hand and wrist pain
 Back and neck aches
 Lack of ergonomic (promotes safety) office
furniture

Addressing the Need for US Workers
 Provide
ongoing assistance so that
computers are tools, not hindrances
 1st decade of 21st century:
Hiring decreased in 2001-2003
 Tech support jobs sent to India
 Contract with temp agencies
 Increased demand in some org. due to mobile
technologies and security

How Org. Provide a US Function
 Computer
user support is 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

Deals with a broad spectrum of support issues
 Technical
support is a level of user support
that focuses on higher-level troubleshooting
and problem solving

Deals with difficult and complex problems users
encounter
How Org. Provide a US Function
 Common
names for user support
Customer Service
 Help Desk
 Technology Support Services
 Client Support Services
 Computer Assistance
 Computer Help Hotline
 Call Center
 Information Center

How Org. Provide a US Function
 Peer
support is an informal level of user
support
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
 Enjoy sharing expertise / have more experience
 Help classmates in class or lab

How Org. Provide a US Function
 Part

Responsibility for user support is formalized in
an existing employee’s position description


time user support
Expertise recognized and rewarded
Can make significant demands on worker’s time
and compete with other assigned tasks

Stretched too thin?
How Org. Provide a US Function
 User
support worker or work team
Frequently occurs when part-time, informal peer
support cannot meet support demands
 Alternatives:




Full-time support position
Organize part-time workers into a user support team
(formal workgroup to provide user support
Outsource support needs
How Org. Provide a US Function
 Help

A help desk provides a single point of contact
for users in need of technical support

Manages customer problems and requests and
provides solutions-oriented support services


desk support
Refer to someone else if cannot solve
May be a:





physical location
a telephone number (hotline)
an e-mail address
an online chat session
a Web site http://www.3mit.com/support/
How Org. Provide a US Function
 User

A user support center provides a wide range of
services to an organization’s computer users






support center
Consulting on product purchases
Training and documentation on supported products
Help desk operation
Facilities management
Hardware repair services
Also called an information center
How Org. Provide a US Function
 User
support outsourced to a vendor
Outsourcing involves a contract with a vendor
that specializes in support services
 Advantage: Controls costs while taking
advantage of external expertise
 Disadvantages:





Relies on telephone, e-mail or Web contacts rather
than on-site access
Costs are predictable, but not necessarily lower
Little transfer of knowledge to in-house staff
Lack of personal relationship between users and
support staff
How Org. Provide a US Function
 User

support as an IS responsibility
Support is provided:


Directly by technical IS staff
By a separate group within IS
Advantage: Provides single point of contact for
problems
 Disadvantage: Conflicts with other IS employee
work assignments


Some “geeks” just don’t have the communication
skills needed
User Support Services
User Support Services
 Staff
HD, Hotline, or Chat
Session





Respond to requests for
product information
Market products and services
Provide solutions to problems
Receive and log user
complaints about product
features
Handle warranties and product
returns
User Support Services
 Provide

Deals with more difficult problems that



technical troubleshooting assistance
are beyond the immediate services a 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
User Support Services
 Locate


information to assist users
Access, search for, locate, and work with
information to solve a problem
Resources

Printed materials from vendors





Trade and text books
Online help
CD-ROM databases
Internet Web sites


Point them to page number
Look up error message
Automated telephone voice-response units
User Support Services
 Evaluate
hardware, software and
network products

Issues to evaluate:






Increase Productivity?
Compatible?
Timing (everyone upgrade)?
Useful features?
Cost effective?
You choose = you support

> cost, compatibility issues, wastes
time
User Support Services
 Coordinate
standards

Support Standards are lists of computer
products that an organization recommends to
its employees and that it will support


organization-wide support
Business PCs, software, networking equipment
Goal: To limit the hardware and software
products a support staff must be able to
support to reduce support costs

NOT experts on EVERYTHING!
User Support Services
 Perform
needs assessment and purchase
assistance

Also called a needs analysis


Investigate and determine the features and
configuration of hardware and software that will
best meet a user’s needs
May also include
justifying the purchase
 how to place an order
 how to pay for the system
 preparing paperwork

User Support Services
 Provide
installation assistance
Purpose: efficient use of staff resources
 Strategy: User support staff have tools and
expertise to unpack, set up, install, and
configure a system





Network configuration
Peripheral devices
Transfer data from old PC
Computer facilities mgmt

N/W security, backups, virus scan, PM
User Support Services
 Provide
training on computer systems and
procedures
Goal: To make effective use of a new or
upgraded system
 Examples




Basic, introductory classes
Groups or one-on-one
Advanced training
This class: create tutorials with Camtasia
 User Support Chapter 10

User Support Services
 Prepare
documentation on computer use
Training is one-time; documentation is
always available
 Example documents:







Introductory, “how-to” manuals
Tutorials and reference manuals
Organizational computer use guidelines
Online documentation, such as FAQs and
wizards
Email responses
User Support Chapter 11

Prepare documentation for simple process and
present to class
User Support Services
 Assist


Solve specific business problems or meet
information requirements
Software development is a potential source of
conflict between IS department staff and support
center staff






users with software development projects
Compatibility
Design standards
Documentation
Security
Emphasis is on assisting users with applications development,
rather than developing applications
Provided to a limited extent by many user support centers
Position Descriptions
 Position
description: written description of
the qualifications and responsibilities for a
job in an organization

Read and tailor your résumé around it
 Figure

1-7 p. 33 Help Desk Support Rep
Wide range of activities
 Figure
1-8 p. 34 IT Specialist (Network)
 Compare responsibilities in the two positions
Knowledge, Skills, Abilities
 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
 Customize
your résumé to match KSAs
employer needs!
KSAs - 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 application software
package (e.g., Excel)
KSAs - Skills
 Tasks
an employee must be
able to perform well
 Can be attained through
practice or experience
 Examples
Skill in troubleshooting
hardware and software
 Skill in configuring desktop
computers to optimize
performance

KSAs - 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 work as a member of a
team
Ability to write documentation
How to get KSAs
 Few
support employees have every KSA they
need on day 1
 Learning resources:
Employer training and orientation classes
 Continuing education
 On-the-job learning
 Community College classes
 Vocational-technical school classes
 Industry training and certification classes

 Role-playing
scenario p. 38
Alternative Career Paths for User
Support Workers
 Computer
programmer/developer
 Network support technician
 Web site maintainer
 User support manager/supervisor
 Project manager
 Trainer / technical writer
 Computer security specialist
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:
Environment
Skill level
Frequency of use
Software used
Features used
Relationship to support
 Resources
that impact total cost of ownership:
Hardware
Peripherals
Software
Upgrades
Maintenance
Supplies
Data and information
Facilities
Technical support
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:
Wasted resources
User mistakes
Computer crime
Piracy
Invasion of privacy
Abusive use
Computer viruses
Health problems
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