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Chapter 1
Introduction to Computer User Support
A GUIDE TO
COMPUTER USER SUPPORT
FOR HELP DESK AND SUPPORT SPECIALISTS
SIXTH EDITION BY FRED BEISSE
Chapter Objectives
• How changes in computer technology over time have
affected computer use
• Ways to classify end users
• Resources computer users need
• Major categories of end-user software
• Common problems encountered by users
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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 positions
• Career paths for user support workers
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End-User Computing
• End-user computing: the use of computer
technology for both business and personal use
• Knowledge worker: an employee whose primary job
is to collect, prepare, process, and distribute
information
• Graphical user interfaces (GUIs): screen images that
enable users to access software features and
functions intuitively, using a mouse or pointing
device
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Milestones in the
Adoption of Computer Technology
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Milestones in the
Adoption of Computer Technology (continued)
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Milestones in the
Adoption of Computer Technology (continued)
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The 1980s and 1990s:
The Growth of Decentralized Computing
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Distributed versus 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 Internet
servers, but delivered locally via software
applications (apps).
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Classifying End Users
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Relationship to Support Provider
• Internal user: a technology user who works in the
same organization that provides support – an in-
house client
• 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
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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
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Resources End Users Need (continued)
• Supplies
• Data and information
• Technical support
• Facilities, administration, and overhead
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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!
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End-User Application Software
• Electronic mail and instant messaging (chat)
• Web browser
• Word processor
• Spreadsheet
• Database management
• Presentation graphics
• Planning and scheduling
• Desktop publishing
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End-User Application Software
(continued)
• Website development
• Educational and entertainment software
• Social media
• Enterprise applications
• Industry-specific applications
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Problems End Users Experience
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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-job-related activities
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User Mistakes
Examples:
• User enters incorrect spreadsheet formula
• User deletes or uninstalls needed software
• User loses data because information is not backed up
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Computer Crime
Examples:
• Worker tries to profit from valuable company
information
• User becomes a victim of identity theft by revealing
bank account information
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Theft of Resources
Examples:
• User illegally copies or uses computer programs or
proprietary information (piracy)
• Worker uses company Internet access to sell items
online
• User fails to turn in or report lost USB flash drive
• Worker installs company’s software on home PC
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Invasion of Privacy
Examples:
• User accesses confidential medical information of
family and friends
• User inadvertently downloads spyware that
communicates personal information on the Internet
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Abusive Use of Technology
Examples:
• Worker sends unwanted email to coworker
• User displays off-color material visible to coworkers
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Security Threats
Examples:
• User inadvertently downloads virus software or
keystroke logger onto office network
• User forwards email attachments contaminated
with a virus
• User sends spam virus warnings that are hoaxes
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Security Threats (continued)
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
Keystroke logger: malware program that captures
keystrokes and transmits captured information to an
external site
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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
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Addressing the Need for
User Support Workers
1. Economic recession (2007-2009)
• Unemployment increased to over 10 percent
• Less user support employment than in the 1990s
2. Some technical support jobs transferred overseas
3. Increase in technical support work through
temporary employment agencies
4. Expansion of mobile technologies creates demand
for support workers
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Addressing the Need for
User Support Workers (continued)
U.S. Bureau of Labor Statistic estimates the need:
• Computer Support Specialists
– 2010: 600,000 workers > 2020: 700,000 (+17%)
• Network Support Specialists
– 2010: 345,000 workers > 2020: 445,000 (+28%)
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User versus Technical Support
• Computer user support
– Lower level services
– Help desk services
– Broad spectrum of services
• Technical support
– Higher level services
– Advanced troubleshooting
– Narrower focus
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How Organizations Provide
a User Support Function
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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 technology support services
– Physical location
– Telephone hotline
– Via email, website, or chat service
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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
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User Support Services
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User Support Functions
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Position Description:
Level 1 Help Desk Agent
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Position Description:
Level 1 Help Desk Agent (continued)
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Position Description:
Level 1 Help Desk Agent (continued)
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Position Description:
Level 1 Help Desk Agent (continued)
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Position Description:
Level 1 Help Desk Agent (continued)
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Position Description:
Network Support Technician
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Position Description:
Network Support Technician (continued)
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Position Description:
Network Support Technician (continued)
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Position Description:
Network Support Technician (continued)
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Knowledge, Skills, and Abilities
• Knowledge: what a worker needs to know to
perform a job
– Years of education
– Degree
– Certification
– List of specific topics
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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
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Alternative Career Paths
for User Support Workers
• Programmer/developer
• Network technician
• Website maintainer
• Support manager
• Project manager
• Trainer/technical writer
• Security specialist
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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
Environment Skill level Frequency of use
Software used Features used Relationship to support
• Resources that impact total cost of ownership include
Hardware Peripherals Software
Upgrades Maintenance Supplies
Data and information Facilities Technical support
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Chapter Summary (continued)
• End-user software includes
Email Instant messaging Web browser
Word processor Spreadsheet Database management
Graphics Planning/scheduling Desktop publishing
Webpage developer Education/entertainment Enterprise/industry-specific
• Primary goal of end-user computing: make users more
productive
• Common problems related to end-user computing include
Wasted resources User mistakes Computer crime
Piracy Invasion of privacy Abusive use
Security threats Health problems
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Chapter Summary (continued)
• Ways to organize end-user assistance
Peer support Part-time support User support group
Help desk User support center IT department staff
Outsource to vendor
• Support services users need
Help desk Troubleshooting Locate information
Product evaluation Support standards User needs assessment
System installation Training Documentation
Facilities management Mobile device support
• User support positions require a variety of knowledge, skills,
and abilities (KSAs), which may lead to alternate career paths
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