Help Desk
Introduction to Computer User Support
Increased Need for User Support
Employees
Some of the trends now influencing the demand
for user support employees in organisations are:

downturn in hiring in all I T fields

an increase of technical support jobs overseas
(India, Asia)

organisations increasingly using contract
employees from agencies for Tech Support
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Certificate III Software Applications
Introduction to Computer User Support
How Organisations - Organise the
User Support Function
Computer User Support (user support) provides
information and services to employees or
customers to help become more productive
when using computers.
Technical Support focuses on high
troubleshooting and problem solving .
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Certificate III Software Applications
Introduction to Computer User Support
level
Some common names for support
can include:

User Support

Help Desk

Customer Services

Client Support Services

Technical Support

Computer Assistance

Call Centre

Hardware/Software/Network Support
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Certificate III Software Applications
Introduction to Computer User Support
Organisations provide support in a
variety of ways:

informal peer support

user support combined with other responsibilities

user support as a separate position or group

help desk support

user support centre operation

user support as an Information Services responsibility

user support outsourced to a vendor
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Certificate III Software Applications
Introduction to Computer User Support
User Support Services

staff a help desk

provide technical troubleshooting hardware/software/
network

locate information to assist users

evaluate hardware/software/network products

co-ordinate organisation wide standards for product
support

perform needs assessment and purchasing assistance
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Certificate III Software Applications
Introduction to Computer User Support
User Support Services

provide system installation assistance

provide training on system and procedures

prepare documentation on computer use

perform computer facilities management tasks

assist users with applications development problems
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Certificate III Software Applications
Introduction to Computer User Support
Position Descriptions for User
Support
Position descriptions in the user support industry often
include some combination of the tasks outlined in the
previous two slides.
Position descriptions reflect how an organisation
structures its user support.
For example, an organisation with a full-fledged support
centre is more likely to include in a user support
position description the ability to analyse employee
computer needs and recommend hardware and
software purchases.
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Certificate III Software Applications
Introduction to Computer User Support
Knowledge Skill & Abilities
One way to better understand, the requirements for a
specific position is to analyse them in terms of KSA's,
the Knowledge, Skills and Abilities needed to perform
the job.
Human Resources personnel often analyse a position
description and prepare a check list of KSA's to use to
screen applicants.
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Certificate III Software Applications
Introduction to Computer User Support
Knowledge Skill & Abilities
Knowledge
Each position includes a description of what an employee
needs to know in order to do the job. This component
maybe stated in term of educational qualifications
(degree, diploma etc). A list of subject or topic area an
employee is expected to know.
Examples of knowledge required for the Desktop
Support Technician could include:
 knowledge of basic computer operation
 knowledge of application software skills
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Certificate III Software Applications
Introduction to Computer User Support
Knowledge Skill & Abilities
Skills
Each position requires specific job skills or tasks that a
support specialist must be able to support well. The
maybe advanced skills in one or more areas.
Examples of skills required for the Desktop Support
Technician could include:
 Skill in troubleshooting hardware and software
problems
 Skill in configuring desktop computers to optimise
performance
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Certificate III Software Applications
Introduction to Computer User Support
Knowledge Skill & Abilities
Abilities
Abilities are tasks that an applicant can either do or not
do. Other abilities are based on combinations of
knowledge and skills that help a support specialist
perform a specific task.
Examples of abilities required for the Desktop Support
Technician could include:
 Ability to assemble and upgrade PC's
 Ability to write documentation
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Certificate III Software Applications
Introduction to Computer User Support