Chapter 2

Introduction to
Computer User Support

Learning Objectives
What the job market demand is for user support
employees
Common ways organizations provide a user support
function
Services that user support groups provide
Typical position descriptions for user support staff
members
The knowledge, skills, and abilities (KSAs) needed to
qualify for an entry-level user support position
Career paths for user support workers
Guide to Computer User Support, 3e

Fluctuations in the Need for

User Support Employees

Increased demand during 1990s due to:

Growth of end user computing in offices and homes

Growth of Internet use
Lower unemployment rates
Shortage of well-trained IT workers

Slower growth during early 2000s due to:

Economic recession
Overseas outsourcing of support positions
Contracts with temporary employment agencies

Guide to Computer User Support, 3e

Employment in
Information Technology
Information Technology Association of America (ITAA)
report (2003):

Workers in Information Technology

Workers in Technical Support fields
Technical Writers
Open positions (2000)
Open positions (2003)
Guide to Computer User Support, 3e

10.3 million
1.9 million
.5 million
1.5 million
.5 million

User Support
versus Technical Support
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
Technical support is a level of user support that focuses
on higher-level troubleshooting and problem solving

user support deals with a broad spectrum of support issues

technical support deals with difficult and complex problems
users encounter

Guide to Computer User Support, 3e

Alternate names for the user support

function in organizations
User Support
Client Services
Technical Support
Computer Help Hotline
Hardware/Software/

Network Support
Support Services

Help Desk
Client Support Services
Computer Assistance
Call Center
Information Center
Computer User Services

Guide to Computer User Support, 3e

Ways that organizations provide a

user support function

Guide to Computer User Support, 3e

Informal Peer Support

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

Guide to Computer User Support, 3e

User Support Combined with Other

Responsibilities

Responsibility for user support is formalized in

an existing employees position description

Can make significant demands on workers time
and compete with other assigned tasks

Guide to Computer User Support, 3e

User Support as a Separate Position

or Group

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
group

Guide to Computer User Support, 3e

Help Desk Support

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
May be a:
physical location
a telephone number (hotline)
an e-mail address
an online chat session
a Web site

Guide to Computer User Support, 3e

User Support Center Operation

A user support center provides a wide range of

services to an organizations computer users

Consulting on product purchases

Training and documentation on supported products
Help desk operation
Troubleshooting assistance

Also called an information center

Guide to Computer User Support, 3e

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

Guide to Computer User Support, 3e

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

Guide to Computer User Support, 3e

Common User Support Services

Guide to Computer User Support, 3e

Common User Support Functions in

Organizations

Guide to Computer User Support, 3e

Staff a Help Desk, 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

Guide to Computer User Support, 3e

Provide Technical Troubleshooting

Assistance

Deals with intractable problems that

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

Guide to Computer User Support, 3e

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
Automated telephone voice-response units

Guide to Computer User Support, 3e

Evaluate Hardware, Software and

Network Products

Issues to evaluate:

Increase Productivity?
Compatible?
Timing?
Useful features?
Cost effective?

Guide to Computer User Support, 3e

Coordinate Organization-wide
Support Standards

Support Standards are lists 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

Guide to Computer User Support, 3e

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 users needs
May also include

justifying the purchase

how to place an order
how to pay for the system

Guide to Computer User Support, 3e

Provide
System 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

Guide to Computer User Support, 3e

Provide Training on
the Use of Computer Systems

Goal: To make effective use of a new or

upgraded system
Examples

Basic, introductory classes

How to use new software
Advanced training

Guide to Computer User Support, 3e

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

Guide to Computer User Support, 3e

Perform Computer Facilities

Management Tasks

Computer facilities management tasks include

Maintain security
Make media backups
Prevent viruses
Deal with ergonomic problems
Purchase supplies
Perform preventive maintenance

Goal: keep computers operational on a daily basis

Guide to Computer User Support, 3e

Assist Users with

Software Development Projects
To solve specific business problems or meet information

requirements
Software development is a potential source of conflict
between IS department staff and support center staff

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

Guide to Computer User Support, 3e

Calpine Corporations
Desktop Support Technician

Provide support to end users

Install, maintain and upgrade systems

Provide network connectivity
Provide help desk services
Write documentation on procedures
Troubleshoot problems and maintain PCs
Maintain communications with end users
Analyze need for new technologies
Track PC hardware and software inventory

Guide to Computer User Support, 3e

Stream Internationals
Support Services Representative
Provide telephone support
7 hours per day
10 to 40 calls per day
Help customers with technical problems
Work as part of a team
Research technical problems
Sell products
Work with technical specialists on difficult problems
Meet high performance standards
Become an expert on a product
Guide to Computer User Support, 3e

St Petersburg Junior College

Network Technical Support Specialist

Combines network support with user support

Provide technical support to resolve network problems

Act as liaison between end users and IS management
Install, maintain and troubleshoot end-user computers and

peripherals
Assist with network design
Perform preventive network maintenance
Research solutions to technical and business problems

Guide to Computer User Support, 3e

Knowledge, Skills and Abilities

(KSAs)

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

Guide to Computer User Support, 3e

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)

Guide to Computer User Support, 3e

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

Guide to Computer User Support, 3e

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

Guide to Computer User Support, 3e

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

Guide to Computer User Support, 3e

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
Guide to Computer User Support, 3e

Chapter Summary

The job market demand fluctuates for user support workers

Organizations provide a user support function to employees
and customers in different ways
Users need a variety of support services to be productive
Position descriptions for user support staff in various
organizations include common duties and responsibilities
Entry-level support jobs require a combination of
knowledge, skills, and abilities (KSAs)
Several alternative career paths are available for user
support workers

Guide to Computer User Support, 3e