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About the Presentations

About the Presentations. The presentations cover the objectives described in the opening of each chapter. All chapter objectives are listed in the beginning of each presentation. You may customize the presentations to fit your class needs.

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About the Presentations

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  1. About the Presentations • The presentations cover the objectives described in the opening of each chapter. • All chapter objectives are listed in the beginning of each presentation. • You may customize the presentations to fit your class needs. • Some figures from the chapters are included. A complete set of images from the book can be found on the Instructor Companion Web site and the Instructor Resources disc. A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  2. Chapter 1 Introduction to Computer User Support A Guide toComputer User Supportfor Help Desk and Support SpecialistsFifth Edition by Fred Beisse

  3. Chapter Objectives • How changes in computer technology over time have affected computer use • Ways to classify end users • Resources computer users need and major categories of end-user software • Common problems encountered by users A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  4. Chapter Objectives(continued) • Job market demand for user support workers • Common ways to organize and provide support services • Typical position descriptions for user support staff • Knowledge, skills, and abilities required for an entry-level support position • Career paths for user support workers A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  5. End-User Computing • End-user computing: the use of computers for both business and personal use • Knowledge worker: employees whose primary job is to collect, prepare, process, and distribute information • Graphical user interfaces (GUIs): screen images that enable users to access program features and functions intuitively, using a mouse or pointing device A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  6. Milestones in the Adoption of Computer Technology A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  7. Milestones in the Adoption of Computer Technology (continued) A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  8. The 1980s and 1990s: The Growth of Decentralized Computing A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  9. Distributed vs. Cloud Computing • The 1990s and 2000s • Distributed computing:computer resources are distributed throughout an organization according to the location and needs of workers • The 2010s • Cloud computing:computer resources are stored and processed centrally on powerful local or Internet servers A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  10. Classifying End Users A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  11. Relationship to Support Provider • Internal users: in-house coworkers in the organization that provides support • External users: clients or customers of an organization • Retail customers of hardware and software vendors • Corporate users who purchased products or services from a support services vendor A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  12. Resources End Users Need • Basic hardware • Add-on peripherals • Peripheral devices: hardware add-ons that plug into a computer’s system unit • Hardware maintenance and upgrades • Software and software upgrades A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  13. Resources End Users Need(continued) • Supplies • Data and information • Technical support • Facilities, administration, and overhead A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  14. Total Cost of Ownership (TCO) Basic hardware + Add-on peripherals + Hardware maintenance and upgrades + Software and software upgrades + Supplies + Data and information + Technical support + Facilities, administration, and overhead ===== TCO! A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  15. End-User Application Software • Electronic mail and instant messaging (chat) • Web browser • Word processing • Spreadsheets • Database management • Graphics • Planning and scheduling • Desktop publishing A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  16. End-User Application Software (continued) • Web site development • Educational and entertainment software • Enterprise applications • Industry-specific applications A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  17. Problems End Users Experience A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  18. 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 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  19. User Mistakes Examples: • User enters incorrect spreadsheet formula • User deletes or uninstalls needed software • User loses data because information is not backed up A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  20. Computer Crime Examples: • Worker tries to profit from valuable company information • User becomes a victim of identity theft by revealing bank account information A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  21. Theft of Resources Examples: • User illegally copies or uses computer programs or information (piracy) • Worker uses company Internet access to sell items online • User fails to turn in or report lost USB drive • Worker installs company’s software on home PC A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  22. Invasion of Privacy Examples: • User accesses confidential medical information of family and friends • User inadvertently downloads spyware that communicates personal information on the Internet A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  23. Abusive Users Examples: • Worker sends unwanted email to coworker • User displays off-color material visible to coworkers A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  24. Computer Viruses Computer virus: software created with malicious intent to destroy information, erase or corrupt software, or adversely affect the operation of an infected computer or network Examples: • Worker inadvertently downloads virus software onto office network • User forwards email attachments contaminated with a virus • User sends virus warnings that are hoaxes A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  25. 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 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  26. Addressing the Need for User Support Workers • Economic recession (2007-2009) • Unemployment increased to over 10 percent • Less user support employment than in the 1990s • Some technical support jobs transferred overseas • Increase in technical support work through temporary employment agencies • Expansion of mobile technologies creates demand for support workers A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  27. The User Support Function • Computer user support • Lower level services • Help desk services • Broad spectrum of services • Technical support • Higher level services • Advanced troubleshooting • Narrower focus A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  28. How Organizations Provide a User Support Function A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  29. 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:a single point of contact for users (internal or external) in need of technical support • Physical location • Telephone hotline • Via email, Web site, or chat service A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  30. 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 the 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 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  31. User Support Services A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  32. User Support Functions A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  33. Position Description:Level 1 Help Desk Agent A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  34. Position Description:Level 1 Help Desk Agent (continued) A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  35. Position Description:Level 1 Help Desk Agent (continued) A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  36. Position Description:Level 1 Help Desk Agent (continued) A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  37. Position Description:Level 1 Help Desk Agent (continued) A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  38. Position Description:Network Support Technician A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  39. Position Description:Network Support Technician(continued) A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  40. Position Description:Network Support Technician(continued) A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  41. Position Description:Network Support Technician(continued) A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  42. Knowledge, Skills, and Abilities • Knowledge: what a worker needs to know to perform a job • Years of education • Degree • Certification • List of specific topics A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  43. Knowledge, Skills, and Abilities • 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 A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  44. Alternative Career Paths for User Support Workers • Programmer/developer • Network technician • Web site maintainer • Support manager • Project manager • Trainer/technical writer • Security specialist A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  45. Chapter Summary • Early computers were large, centralized corporate or government systems used to automate manual tasks • Several industry trends during the 1970s and 1980s resulted in end-user personal computers • End users can be categorized according to • Resources that impact total cost of ownership include A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  46. Chapter Summary(continued) • End-user software includes • Primary goal of end-user computing: make users more productive • Common problems related to end-user computing include A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

  47. Chapter Summary(continued) • Ways to organize end-user assistance • Support services users need • User support positions require a variety of knowledge, skills, and abilities (KSAs), which may lead to alternate career paths A Guide to Computer User Support for Help Desk and Support Specialists, Fifth Edition

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