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Providing Support to Users

Providing Support to Users. Maureen E Rennie maureen.rennie@central-glasgow.ac.uk. Hardware Support. This interactive presentation covers all aspects of hardware support To find out more about each topic move the mouse over the heading Press Esc at any time to end the show

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Providing Support to Users

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  1. Providing Support to Users Maureen E Rennie maureen.rennie@central-glasgow.ac.uk

  2. Hardware Support • This interactive presentation covers all aspects of hardware support • To find out more about each topic move the mouse over the heading • Press Esc at any time to end the show • The arrow in the bottom left hand corner will return you to the previous menu

  3. Methods of Providing Support Types of Hardware Support Hardware Sources of Support Hardware Types of Support

  4. Methods of providing Hardware Support Return to Base On-Site Swap-out/replacement

  5. Methods of providing Hardware Support The faulty hardware is returned to the workshop for fault diagnosis and repair Return to Base On-Site Swap-out/replacement

  6. Methods of providing Hardware Support The technician goes to the user’s place of work to repair the faulty hardware Return to Base On-Site Swap-out/replacement

  7. Methods of providing Hardware Support Return to Base On-Site Swap-out/replacement The faulty hardware is replaced with a fully functional piece of equipment while the repair is being done

  8. Types of Hardware Support Installing New hardware Maintenance Advice on new hardware Types of Hardware Support Network Faults Upgrades

  9. Types of Hardware Support Installing New hardware Maintenance Types of Hardware Support The Support Centre will often be asked to give advice on the purchase of new hardware. This will include sourcing new hardware and advising on compatibility with existing hardware. Network Faults Upgrades

  10. Types of Hardware Support Installing New hardware Advice on new hardware Types of Hardware Support • The Support Centre • will carry out routine • maintenance • Cleaning • Testing • Diagnostics Network Faults Upgrades

  11. Types of Hardware Support Maintenance Advice on new hardware • It is the responsibility of • The Support Centre • to install and test • new hardware • Connect new computers • to the network Types of Hardware Support Network Faults Upgrades

  12. Types of Hardware Support Installing New hardware Maintenance Advice on new hardware It is the responsibility of The Support Centre to install and test Hardware upgrades such as extra memory and network cards Types of Hardware Support Network Faults

  13. Types of Hardware Support Installing New hardware Maintenance Advice on new hardware The Support Centre will Be responsible for the maintenance, upgrading and repair of the network servers Types of Hardware Support Faults Upgrades

  14. Types of Hardware Support Installing New hardware Maintenance Advice on new hardware • The support centre will • repair general hardware • faults: • Paper jams • Faulty/dirty mouse • Sticky keyboard Types of Hardware Support Network Upgrades

  15. Types of Hardware Support Supplier Manufacturer Sources of Hardware Support In-House 3rd Party

  16. Types of Hardware Support • The Manufacturer • The hardware is bought directly from the company that produces it. • The manufacturer is responsible for ensuring that the product functions correctly. • The goods will normally be covered by warranty for a period of time after purchase. • Many manufacturers also offer support in the form of helpdesks, web sites, FAQS and bulletin boards

  17. Types of Hardware Support • The Supplier • The hardware is bought from a dealer • The supplier is responsible for ensuring that the product functions correctly. • The supplier is responsible for the warranty which will normally be for one year after purchase • For an extra charge many suppliers offer an extended warranty

  18. Types of Hardware Support • 3rd Party • Independent of the manufacturer and the supplier • Staff skilled in a wide range of skills are employed • Users may be charged for each individual visit or they may pay an annual fee.

  19. Types of Hardware Support • In House • Hardware support is provided by a department within the organisation • Can provide support that is tailored to the organisation • Support staff understand the operation of the organisation • Can provide instant response • The most expensive form of support when staff overheads are taken in to account

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