USERS SUPPORTPanayiotis Christodoulou

This course focuses on key information and skills for user support professionals, including troubleshooting and problem solving, successful communication with clients, determining a client's specific needs, and training end users. For those considering entering the field, alternate career paths for user-support workers are covered. With balanced coverage of both people skills and technical skills, this course is an excellent resource for those in or preparing for the technical support field

Course Description

Use hardware tools and techniques to diagnose and repair computer and printer problems

Use operating system tools to diagnose and repair system problems

Troubleshoot connectivity issues and configure a network

Configure application and system software to manage permissions and threats

Manage common problems end users encounter

Implement the knowledge, skills, and abilities (KSAs) needed to qualify for an entry-level user support position

Develop a call management strategy Utilize technical databases and Frequently

Asked Questions (FAQs) to assist in the repair technical problems

Course Aims and Objectives

Apply the principles of workload planning and management to effectively cost services

Analyze the value of help desks and how they operate in a typical help desk organization

Study the ethical principles that guide the professional behavior of support workers

The most common tools and methods support specialists use to evaluate and select computer products

How to plan, prepare and deliver a training session

Demonstrate the importance of communication skills and customer service relationships

Use helpdesk software to simulate the technical user support process.

Objectives

�How historical changes in computer technology have affected computer use

�Ways to classify end users �Computing resources that end users need �The major categories of end-user

applications software �Common problems end users may

encounter

Introduction to End-User

When computers were first used in the business environment employees were not likely to have a machine on their desk. Most employees interacted with information that was processed by a computer that was programmed and maintained in a distant department. The use of computers and how people interact with them has changed drastically over the last several decades. Today workers at every level in the work force use personal computers in their work. Most individuals also have computers at home.

Historical Changes in Computer Use

In the 1950s and 1960s government and business computing usually took place on a very large and powerful mainframe computer. There was a dedicated staff, usually organized into a department called the Data Processing (DP) Department, responsible for writing programs and entering data. The primary work being done with computers was transaction processing.

The 1950s and 1960s: Early Mainframe Computers

Transaction processing is the use of computers to input large volumes of business event or activities, process the data, and prepare printed reports. Organizations used transaction processing to replace the manual processing of business data. Mainframe computers could calculate and process information such as payroll data much more efficiently and accurately than clerical workers. Unfortunately, access to the mainframe computer was centralized and very few users had terminals or data entry devices on their desktops. Because of this, information was delivered by hand to the computer facility. Generally this information was delivered in the form of punch cards, paper tape or magnetic tape. The output or results then had to be delivered back to the department for distribution.

Transaction processing

During the 1970s, organizations began to decentralize computing operations by increasing the use of terminals. A terminal is a keyboard and a display screen that are connected to the mainframe computer by a pair of wires and used by employees to enter and access information in the mainframe system. Access to terminals was limited by two major factors. The first limiting factor is cost. Terminals were very expensive. The second factor was the reluctance by the DP department to release control to clerical staff. Many feared that the mistakes and errors by users outside of the DP department as well as the increased amount of support required to help these users would offset any cost-savings gained by placing a terminal on the desk of a clerical worker.

The 1970s: The First Steps Toward Decentralized Computing

In addition to making use of terminals, many companies began to make use of minicomputers. A minicomputer is a smaller computer that requires less space and has a lower price tag. Minicomputers made computing more affordable for small businesses. The cost for a minicomputer ranged from $100,000 to $500,000. A mainframe computer could cost $1 million or more at this time.

The 1980s marked a widespread transition to decentralized computing due to several factors. Often software development projects would have to wait for two years or more due to the lack of computer analysts and programmers in the mainframe environment. The term applications development backlog refers to the excess demand for new computer applications that outstripped the supply of computer professionals available to develop them. Also, this period also marked a dramatic increase in the number of knowledge workers, or employees whose primary responsibilities included collecting, preparing and disseminating information. Knowledge workers need to directly interact with computers to do their jobs. In addition, the microcomputer placed affordable computing in the hands of the average worker. A microcomputer is a complete computer (sometimes called a personal computer, or PC) built on a smaller scale than a mainframe or minicomputer, with a microprocessor as the CPU.

The Growth of Decentralized Computing: The 1980s and 1990s

Inexpensive productivity software applications were developed for microcomputers. Business and individual users could afford programs such as spreadsheets, word processors and database management programs.Early computing platforms used commands that were typed in at a terminal. Users had to memorize a complex series of commands to communicate with the computer’s operating system. The 1990s saw the advent of software that was based on screen images rather than text commands. Graphical User Interfaces or GUIs such as Microsoft Windows made the use of productivity software much easier for the average end user. Productivity software incorporated the use of graphical elements which end users found less intimidating to operate.

The way in which people interact with computers has changed radically in the 1990s. The use of local area networks (LANs) and wide area networks (WANs) has become very popular in both large and small organizations. The phenomenal growth of the Internet has also had an influence on this growth. The Internet has provided new avenues for communication tools, information resources and electronic business platforms. Mainframe computing and end-user computing have merged together to form distributed computing environments where the needs of the organization determine the location of computer resources. Distributed computing environments rely on network technology to link mainframe systems and personal computers together.

The Era of Distributed and Network Computing: The Late 1990s and 2000s

Today the name for the Data Processing Department has changed to Information System (IS), Information Services (IS) or Information Technology (IT). This change in name reflects the shift in the mission of these departments from the centralized data processing model to a decentralized data processing environment with a core department providing support services for users who process and manage data. The IS or IT department now serves as the hub of corporate computing maintaining and supporting such services as the mainframe, midsize, desktop and portable systems.

There is a wide variety of users that require support from technical support organizations. It is helpful to recognize the different types of end users in order to understand the variety of environments and situations in which organizations provide technical support. User environments can include home/personal users or corporate/organizational users. In these environments you can find users of many different skill levels ranging from novice and unskilled users who have little or no computer experience to highly skilled users who are generally self-sufficient.

End-User Classifications

Users can also be classified by the applications they use. Some home users primarily work with word-processing or email program where business users often work with spreadsheet or database applications. How frequently users work with the application can also influence the type and depth of support that is required.

Another way to classify end users is by location from the organization’s perspective. Internal users are in-house employees at any level within an organization who use computers to do their work. Users such as clerical staff, administrative users, engineers, marketing professionals, and factory workers are readily recognized as internal workers. However, highly skilled technology professionals such as programmers and other computer professionals may need support as well. External users are end users who are outside an organization, such as customers of hardware and software vendors, home workers, or personal users. When external users run into problems they often contact the software or hardware vendor for support.

Hardware refers to the electrical and mechanical components that are part of a computer system. Hardware components can include the central processing unit (CPU), memory, storage space, keyboard and mouse. Users should consider more than just the original cost of the hardware when budgeting for a computer system.

Peripheral devices are hardware add-ons that plug into the computer’s system unit, either externally or internally.

Resources End Users Need

Devices such as a modem or network interface card (NIC) that allow the home or office user to connect to the Internet are an example of this type of hardware add-on. Users interested in creating and editing graphics might purchase scanners or digital cameras. There is a long list of peripheral devices available. These devices can add considerable cost to the price of computers.

Hardware maintenance and upgrades are an important resource that end users need. Most PCs are sold with at least a limited warranty of 90 days. Some companies offer warranties of one year or more and extended warranties are often available. All users should know the features of the warranty and how to access technical assistance if they encounter problems. Even if a machine does not experience problems, end users might find that they need to upgrade the memory, CPU or other system components. Corporations with a large investment in computer equipment need to budget for repairs and upgrades for the life of the computer systems they support.

Software and software upgrades are another consideration that must be included into a technical support budget. Most computer systems come bundled with an operating system; however, a user might require a different operating system for their specialized work environment. The current operating system will probably need to be upgraded to a later version during the life of the system. Application software packages will also need to be upgraded periodically and users will need to budget for additional specialized packages needed for specific work environments.

The total cost of a computer system should also include non-hardware and software items as well. Consumables such as printer paper, cleaning supplies and storage media can add dramatically to the cost of ownership. Also, services such as an Internet connection or access to data sources such as financial or economic data should be part of a budget for computers.

Other items that should be considered include the cost of technical support and training. There are some large costs that can be hidden in these areas including travel and employee time for training. There should be a line item in the budget for the cost of the facilities to house and operate a computer system, the cost of managing and supervising the technology organization and acquisition, security, insurance and other related costs. The total cost of ownership (TCO), or the total expenditures necessary to purchase, upgrade, and support an end user’s personal computer system over its expected useful lifetime, provides this figure.

There are ten primary categories of software applications. Office computing solutions often include many or all of the following types of software. Electronic mail (e-mail) enables employees to communicate with others, both inside and outside of a company. Instant messaging is communication between two or more users who are online (connected to the Internet) at the same time.

End-User Applications Software

A Web browser is an application tool that enables end users to find and display information on the Internet. Word processing software enables users to enter, edit, format, store, and print text information as a document. Spreadsheets are used to prepare budgets, sales reports and forecasts, financial statements, and other reports in which numeric information is organized into a worksheet of rows and columns. A database management program allows end users to enter, update, store, format and print reports.

In addition to software used as an office computing solution, users might need one or more of the following type of software. Graphics software lets a user create illustrations and charts that analyze trends, show relationships, and summarize large amounts of data. Software packages for planning and scheduling include personal information managers and project managers.

Desktop publishing software enables end users to design, layout and prepare brochures, newsletters, posters and other printed materials. Web site development software allows users to create, maintain and update Web pages. Educational and entertainment software provides users with both educational experience and gaming possibilities.

Mainframe applications continue to be used by corporations and businesses. The cost to convert large databases to a new platform or more recent software is often prohibitive. Many PC users use their machines as terminals to connect to the company mainframe. This allows users to share data processing responsibilities between the mainframe computer and the user’s desktop machine. Client/server computing is a form of distributed computing whereby processing tasks are shared between a mainframe system or powerful microcomputer, (the server) and a local personal computer (the client).

The benefits of end-user computing are often accompanied by a new set of problems. Organizations battle some or all of the following problems on a daily basis. It is very easy to waste money, time or other resources on tasks that do not contribute directly to increased user productivity or that result in lower productivity. End users who are either careless or not properly trained can easily make costly mistakes when using sophisticated software.

Problems in End-User Computing

Easy access to information can facilitate computer crime resulting in the loss of information, fraud, sabotage or embezzlement. Software companies battle the theft or piracy of software including illegal copying, distribution or use of computer programs or information. Unauthorized access to personal information can result in the invasion of privacy for employees, clients, patients and students of organizations. Lack of frequent and effective backups can result in the loss of data. Computer viruses can destroy information, erase or corrupt software and data, or adversely affect the operation of a computer.

Finally, employees who either improperly use technology tools or who are not provided with a safe computing environment can have heath problems.

In case performing a certain action makes you uncomfortable, call in someone with more expertise. And if you do decide to proceed with any Advanced Steps, please be careful before proceeding.

Basic Hardware Tips

Prior to opening your computer's case, check to see if the machine's warranty is still valid. If so, send it back to the manufacturer for repair, as digging around inside the case can void the warranty.

You may also try calling your PC's manufacturer for tech support, especially if you've already paid for it. Often, tech support can provide quick fixes or will replace faulty components that are still under warranty. Many manufacturers offer online chat, email support, and other options in addition to phone support.

Points to remember while troubleshooting

Take the appropriate safety measures, before making any hardware adjustments – First, purchase an antistatic wrist strap and mat. Static electricity can severely damage your computer's internal components.Keep the computer plugged into the wall but the power switch turned off when working with its internal components.Remember to hold on to the metal part of the computer's case when handling any electrical parts.

Before you reseat, remove, or replace any internal components, arm yourself with a working knowledge of computer components, what they do, and how they interact with one another.

Location of the computers core internal components (hard disk drive, processor, RAM, graphics card, etc.) vary from machine to machine, therefore knowledge of the same is necessary.

Hardware, BIOS (basic input-output system, built-in software that controls the keyboard, mouse, display, and other hardware and functions), firmware, and other software tools vary by manufacturer.

Keep all of your computer documentation, driver CDs, and warranty information in a safe place. Be sure to use your computer’s manuals before changing any settings.

Always shut down your computer properly Do regular Scan disk to check the hard disk

surface for damage Defragment the hard drive periodically Delete all files and programs you no longer

need from your computer Use an anti-virus program to prevent a virus

on you computer Back up data to floppy disks or zip disks to

ensure you have a copy

General Do’s and Don'ts

Do not eat around the computer Do not drink around the computer Do not use magnets around a computer

applications development backlog - refers to the excess demand for new computer applications that outstripped the supply of computer professionals available to develop them

batch processing - the collected transactions were then processed as a group, a procedure

carpal tunnel syndrome - severe hand or wrist pain due to an inflammation of the tendons in a user’s hand and wrist), and back and neck aches

client/server computing - a form of distributed computing whereby processing tasks are shared between a mainframe system or powerful desktop system (the server) and a local personal computer (the client)

computer virus – a computer program created with malicious intent that can destroy information, erase or corrupt other software or data, or adversely affect the operation of a computer that is infected by the virus program

Data Processing (DP) Department – a division in an organization that programs and operates the company's mainframe computer system; Information Systems (IS) is a more modern name for the DP Department

Key Terms

desktop publishing software - enables end users to design, lay out, and prepare—at a relatively low cost—high-quality brochures, newsletters, posters, computer manuals, and other printed material that would otherwise need to be designed and typeset by a printing professional.

distributed computing - a computing environment where the needs of the organization determine the location of its computer resources; often includes a centralized system, such as a mainframe computer or network server, and decentralized systems, such as individual PCs on employee desks

end-user computing - the everyday use of computer technology for both business and personal use; increases the productivity of employees, managers, students, and home users of computers

ergonomics - a field that studies how to design a workspace that promotes employee health, safety, and productivity

external user - an end user who is outside an organization, such as customers of hardware and software vendors, home workers, or personal users