Chapter 2: Introduction to
Computer User Support
How Organizations Organize the User
Support Function
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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
User Support Center
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Also called an information center
Provides a wide range of services to an
organization’s computer users
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Help desk
Consulting on product purchases
Training and documentation on supported
products
Troubleshooting
User Support as an IS Responsibility
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Provided:
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directly by technical IS staff
by a separate group within IS
Advantage: Provides single point of contact
Disadvantage: Conflicts with other IS
employee assignments
User Support Outsourced
to a Vendor
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Contract with a vendor that specializes in
support services
Advantage: Control costs while taking
advantage of of external expertise
Disadvantages:
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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
Services User Support Centers
Provide
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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
Services User Support Centers
Provide
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Coordinate Organization-wide Support
Standards
Perform Needs Assessment and Purchase
Assistance
Provide System Installation Assistance
Provide Training on the Use of Computer
Systems
Services User Support Centers
Provide
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Prepare Documentation on Computer Use
Perform Computer Facilities Management
Tasks
Assist Users with Applications Software
Development
Staff a Help Desk or Hotline for
Information and Problems
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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
Provide Technical Troubleshooting
Assistance
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Deal with intractable problems that
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go beyond the immediate services the help desk can
provide
need a high level of expertise
Examples
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Hardware problem diagnosis
Repair, replace, fix, provide workarounds for
difficult applications software and network
problems
Locate Information
to Assist Users
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Access, search for, locate, and work with
information to solve a problem
Examples
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Printed materials from vendors
Trade and text books
Online help
CD-ROM databases
Internet Web sites
Interactive fax services
Automated telephone voice-response units
Evaluate Hardware, Software and Network
Products
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Questions to answer:
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Productivity
Compatibility
Cost effective
Usability
Timing
Coordinate Organization-wide Support
Standards
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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
Perform Needs Assessment and Purchase
Assistance
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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
Provide System Installation Assistance
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Purpose: efficient use of staff resources
Strategy: User support staff have tools and
expertise to unpack, set up, install, and
configure the system
Provide Training on the Use of Computer
Systems
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Goal: To make effective use of a new or
upgraded system
Examples
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Basic, introductory classes
Advanced training
Periodic training sessions
One-on-one training
Prepare Documentation on Computer Use
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Training is one-time – documentation is
always available
Example documents:
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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
Perform Computer Facilities Management
Tasks
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Maintain security
Make media backups
Prevent viruses
Deal with ergonomic problems
Purchase supplies
Perform preventative maintenance
Assist Users with Applications Software
Development
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To solve specific problems or meet information
requirements
Potential source of conflict between IS department
staff and support center staff
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Compatibility
Design standards
Documentation
Security
Not provided by many user support centers
Emphasis on assisting users with applications
development
Calpine Corporation’s
End User Support Analyst
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Provide support to PC users at Western
Regional Office
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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
Stream International’s
Support Services Representative
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Provide responsive and competent telephone
support to customers in areas of product
features, installation, use, and usability for
the specified software product(s)
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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
St Petersburg Junior College Network
Technical Support Specialist
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Combines network support with user support
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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
Knowledge, Skills and Abilities (KSAs)
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Analyze position descriptions for KSAs:
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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
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Note: the difference between skills and abilities is
blurred in everyday use.
Knowledge
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What an employee must know
May be stated as:
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specific number of years of education
a degree in a specified field
list of topics
Examples
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Knowledge of basic computer operation
Knowledge of applications software package (e.g.,
Excel)
Skills
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Tasks an employee must be able to perform
well
Can be attained through training or
experience
Examples
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Skill in troubleshooting hardware and software
Skill in configuring desktop computers to optimize
performance
Abilities
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A special task or skill a support specialist
either has or does not have
Often state as ability to perform a specific
task
Examples
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Ability to lift 50-pound boxes
Ability to communicate with users in Spanish
Ability to assemble and upgrade PCs
Ability to write documentation
How to get KSAs
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Few support employees have every KSA they
need on day 1.
Learning resources:
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Employer training and orientation classes
On-the-job training
Continuing education
Community College classes
Vocational-technical school classes
Industry training and certification classes
Alternative Career Paths for User Support
Workers
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Programmer / Developer
Network Technician
Web Site Maintainer
Support Management
Project Management
Trainer and Technical Writer
Security Specialist