A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition

by Beisse, Fred

• ISBN13: 9780619215101
• ISBN10: 0619215100
• Edition: 3rd
• Format: Paperback
• Copyright: 2004-06-03
• Publisher: COURSE TECHNOLOGY

Summary

A standard for help desk professionals and those considering becoming support professionals, this text focuses on key information for user support professionals, including decision making, communicating successfully with a client, determining the client's specific needs, and writing for the end user. This text has been updated to reflect the latest in support industry trends, especially the use of Web and email-based support. For those considering entering the field, alternate career paths for user-support workers are described. This edition has retained and updated the CloseUp feature, which details real-life scenarios of working professionals and issues in the workplace. With balanced coverage of both people skills and technical skills, this book is an excellent resource for those in the technical-support field.

Table of Contents

Introduction to End-User Computing	1	(36)
Historical Changes in Computer Use	2	(10)
The 1950s and 1960s: Early Mainframe Computers	2	(2)
The 1970s: The First Steps Toward Decentralized Computing	4	(2)
The 1980s and 1990s: The Growth of Decentralized Computing	6	(3)
The Late 1990s and 2000s: The Era of Distributed and Network Computing	9	(3)
End-User Classifications	12	(2)
Environment	12	(1)
Skill Level	12	(1)
Software Used	13	(1)
Frequency of Use	13	(1)
Features Used	13	(1)
Location	13	(1)
Resources End Users Need	14	(4)
Basic Hardware	14	(1)
Add-on Peripherals	14	(1)
Hardware Maintenance and Upgrades	15	(1)
Software and Software Upgrades	16	(1)
Supplies	16	(1)
Data and Information	16	(1)
Technical Support	17	(1)
Facilities, Administration, and Overhead	17	(1)
End-User Applications Software	18	(5)
Electronic Mail and Instant Messaging	18	(1)
Web Browser	18	(1)
Word Processing	19	(1)
Spreadsheets	19	(1)
Database Management	19	(1)
Graphics	19	(1)
Planning and Scheduling	20	(1)
Desktop Publishing	20	(1)
Web Site Development	20	(1)
Educational and Entertainment Software	20	(1)
Mainframe Applications	21	(2)
Problems with End-User Computing	23	(3)
Waste	23	(1)
Mistakes	24	(1)
Computer Crime	24	(1)
Piracy	25	(1)
Invasion of Privacy	25	(1)
Loss of Data	25	(1)
Computer Viruses	25	(1)
Health Problems	26	(1)
Chapter Summary	26	(1)
Key Terms	27	(2)
Check Your Understanding	29	(1)
Discussion Questions	30	(1)
Hands-On Projects	31	(3)
Case Projects	34	(3)
Introduction to Computer User Support	37	(34)
Increased Need for User Support Employees	38	(1)
How Organizations Provide a User Support Function	39	(1)
Informal Peer Support	40	(5)
User Support Combined with Other Responsibilities	41	(1)
User Support as a Separate Position or Group	42	(1)
Help Desk Support	42	(1)
User Support Center Operation	43	(1)
User Support as an IS Responsibility	43	(1)
User Support Outsourced to a Vendor	44	(1)
User Support Services	45	(8)
Staff a Help Desk, Hotline, or Chat Session to Provide Information	46	(1)
Provide Technical Troubleshooting Assistance	47	(1)
Locate Information to Assist Users	47	(1)
Evaluate Hardware, Software, and Network Products	48	(1)
Coordinate Organization-wide Support Standards	48	(1)
Perform Needs Assessment and Provide Purchase Assistance for Users	49	(1)
Provide System Installation Assistance	49	(1)
Provide Training on Computer Systems and Procedures	50	(1)
Prepare Documentation on Computer Use	50	(1)
Perform Computer Facilities Management Tasks	50	(1)
Assist Users with Software Development Projects	51	(2)
Position Descriptions for User Support Staff Members	53	(4)
Knowledge, Skills, and Abilities	54	(3)
Alternative Career Paths for User Support Workers	57	(2)
Programmer/Developer	57	(1)
Network Technician	57	(1)
Web Site Maintainer	57	(1)
Support Management	58	(1)
Project Management	58	(1)
Trainer and Technical Writer	58	(1)
Security Specialist	58	(1)
Chapter Summary	59	(1)
Key Terms	60	(1)
Check Your Understanding	61	(1)
Discussion Questions	62	(1)
Hands-On Projects	62	(4)
Case Projects	66	(5)
Customer Service Skills for User Support Agents	71	(30)
Communication and Customer-service Skills	72	(2)
Listen Carefully	74	(1)
Build Understanding	75	(1)
Respond Effectively	76	(5)
Use a Sincere Greeting	76	(1)
Use Scripts Appropriately	76	(1)
Use Tone and Style Effectively	77	(4)
Develop an Incident Management Strategy	81	(2)
Customer Service and Personality Types	83	(2)
Strategies for Difficult Clients and Incidents	85	(4)
Users Who Complain	86	(1)
Contacts by ``Power Users''	86	(1)
Incidents That Get Off Track	87	(1)
Users Who Are Upset or Angry	87	(1)
Users Who Are Abusive	87	(1)
Users Who Are Reluctant to Respond	88	(1)
Users Who Won't Stop Responding	88	(1)
Client-friendly Web Sites	89	(2)
Content	90	(1)
Organization	90	(1)
Format	90	(1)
Mechanics	91	(1)
Comprehensive Client Services	91	(1)
Chapter Summary	92	(1)
Key Terms	93	(1)
Check Your Understanding	94	(1)
Discussion Questions	95	(1)
Hands-On Projects	96	(2)
Case Projects	98	(3)
Troubleshooting Computer Problems	101	(38)
What Is Troubleshooting?	102	(3)
Problem-Solving Skills	103	(1)
Critical-Thinking Skills	104	(1)
Decision-Making Skills	105	(1)
Tools Troubleshooters Use	105	(22)
Communication Skills	105	(4)
Information Resources	109	(6)
Diagnostic and Repair Tools	115	(2)
Problem-Solving Strategies	117	(8)
Personal Characteristics of Successful Troubleshooters	125	(2)
Developing a Personal Problem-Solving Philosophy	127	(1)
Chapter Summary	128	(1)
Key Terms	129	(1)
Check Your Understanding	130	(2)
Discussion Questions	132	(1)
Hands-On Projects	132	(2)
Case Projects	134	(5)
Common Support Problems	139	(34)
Common End-User Problems	140	(16)
Hardware Problems	140	(3)
Software Problems	143	(6)
User Problems	149	(3)
Documentation Problems	152	(1)
Vendor Problems	153	(1)
Facilities Problems	154	(2)
The Problem-Solving Process Applied to Typical End-User Problems	156	(8)
Problem 1: Sounds Like Trouble	156	(1)
Problem 2: The Problem with Modems	157	(1)
Problem 3: Give Credit Where It Is Due	158	(1)
Problem 4: The Worst Hard Drive Crash Ever	159	(2)
Problem 5: The Path Not Taken	161	(1)
Problem 6: The Nonresponsive Network	162	(1)
Problem 7: Out of Time	163	(1)
Chapter Summary	164	(1)
Key Terms	165	(1)
Check Your Understanding	166	(1)
Discussion Questions	167	(1)
Hands-On Projects	168	(2)
Case Projects	170	(3)
Help Desk Operation	173	(36)
What Is a Help Desk?	174	(1)
The Incident Management Process	175	(7)
Physical Layout of Help Desk Work Areas	182	(1)
Help Desk Technology and Tools	183	(13)
Help Desk Software	183	(8)
Computer Telephony Systems	191	(1)
Web-Based Support	192	(4)
Trends in Help Desk Operations	196	(1)
Chapter Summary	197	(1)
Key Terms	198	(2)
Check Your Understanding	200	(2)
Discussion Questions	202	(1)
Hands-On Projects	202	(3)
Case Projects	205	(4)
User Support Management	209	(38)
Managerial Concerns: Mission, Performance, Staffing, and Training	210	(8)
User Support Mission	210	(1)
User Support Performance and Justification	211	(2)
Staffing the Help Desk	213	(3)
User Support Staff Training	216	(2)
Managing a User Support Project	218	(8)
Project Management Steps	218	(5)
Project Management Tools	223	(3)
User Support Certification	226	(8)
User Support as a Profession	234	(2)
Chapter Summary	236	(1)
Key Terms	237	(2)
Check Your Understanding	239	(1)
Discussion Questions	240	(1)
Hands-On Projects	241	(1)
Case Projects	242	(5)
Product Evaluation Strategies and Support Standards	247	(36)
How Product Standards Emerged	248	(3)
Methods for Evaluating and Selecting Computer Products	251	(14)
Industry Standard or Bestselling Products	256	(1)
Products Used by Competitors	257	(1)
Benchmarks	258	(1)
Weighted Point Evaluation Method	259	(4)
Request for Proposal (RFP)	263	(1)
Acknowledged Subjective Criteria	264	(1)
Product Support Standards	265	(6)
How Organizations Develop Computer Product and Support Standards	268	(2)
How Organizations Implement Product and Support Standards	270	(1)
Chapter Summary	271	(1)
Key Terms	272	(2)
Check Your Understanding	274	(1)
Discussion Questions	275	(1)
Hands-On Projects	276	(2)
Case Projects	278	(5)
User Needs Analysis and Assessment	283	(46)
Overview of User Needs Analysis and Assessment	284	(1)
User Needs Analysis Steps and Tasks	285	(19)
Step 1: Understand the Personal or Organizational Goals	286	(1)
Step 2: Understand the Decision Criteria and Constraints	287	(2)
Step 3: Define the Problem Clearly	289	(1)
Step 4: Identify the Roles of Stakeholders	290	(2)
Step 5: Identify Sources of Information	292	(1)
Step 6: Develop an Understanding of the Existing Situation	293	(2)
Step 7: Investigate Alternatives to the Existing Situation	295	(3)
Step 8: Develop a Model of the Proposed Solution	298	(2)
Step 9: Make a Build-Versus-Buy Decision	300	(4)
Needs Analysis and Assessment Tools	304	(12)
Project Charter	304	(2)
Cost-Benefit Analysis	306	(1)
Data Collection Instruments	307	(5)
Charts and Diagrams	312	(2)
Prototyping Software	314	(2)
Other Needs Assessment Tools	316	(1)
Chapter Summary	316	(1)
Key Terms	317	(2)
Check Your Understanding	319	(2)
Discussion Questions	321	(1)
Hands-On Projects	321	(2)
Case Projects	323	(6)
Installing End-User Computer Systems	329	(42)
System Installation Overview	330	(1)
Site Preparation	331	(12)
Location	331	(4)
Ergonomics	335	(4)
Power Requirements	339	(2)
Telephone and Network Access	341	(1)
Air Conditioning	341	(1)
Lighting	341	(1)
Fire Suppression	342	(1)
Site Management Documentation	343	(5)
Hardware Installation Tools	348	(2)
Common Hardware Installation Steps	350	(3)
Common Operating System and Network Installation Steps	353	(3)
Common Steps to Install Applications Software	356	(3)
Wrap-Up Tasks	359	(2)
Chapter Summary	361	(1)
Key Terms	362	(1)
Discussion Questions	362	(1)
Check Your Understanding	363	(2)
Hands-On Projects	365	(2)
Case Projects	367	(4)
Training Computer Users	371	(38)
What Is Training?	372	(1)
The Training Process	372	(1)
Step 1: Plan the Training	373	(5)
Determine the Trainees' Backgrounds	373	(1)
Determine the Trainees' Content Needs	373	(1)
Determine the Skill Levels Trainees Need	374	(1)
Determine What Trainees Already Know	375	(1)
Define the Training Objectives	376	(2)
Step 2: Prepare for the Training	378	(15)
Specify Which Topics Will Be Covered	378	(1)
Organize the Topics	378	(1)
Select an Effective Training Environment	379	(2)
How Learners Learn	381	(2)
Select Delivery Methods for the Training Materials	383	(6)
Develop Specific Training Materials	389	(3)
Design Training Evaluation Methods	392	(1)
Step 3: Present the Training	393	(4)
Step 4: Progress Toward Quality User Training	397	(2)
Chapter Summary	399	(1)
Key Terms	400	(1)
Check Your Understanding	401	(2)
Discussion Questions	403	(1)
Hands-On Projects	403	(2)
Case Projects	405	(4)
Writing for End Users	409	(42)
Types of User Documentation	410	(4)
Brochures and Flyers	410	(1)
Newsletters	410	(1)
Handouts and Training Aids	411	(1)
User Guides, Handbooks, and Manuals	411	(1)
Online Help Systems	412	(1)
E-Mail and Chat Messages	412	(1)
Web Pages	413	(1)
Proposals, Letters, and Memos	413	(1)
Procedural and Operational Documentation	414	(1)
Troubleshooting Guides	414	(1)
How Technical Writing Differs from Other Writing	414	(4)
Technical Writing Style	415	(1)
How Technical Documents Are Organized	416	(2)
Documentation Planning	418	(1)
Who Is the Target Audience?	418	(1)
What Does the Audience Already Know?	418	(1)
What Does the Audience Need to Know?	419	(1)
What Do You Want the Audience to Be Able to Do?	419	(1)
What Medium Will Be Used to Transmit the Document to Its Audience?	419	(1)
The Technical Writing Process	419	(5)
Step 1. Generate an Idea List	420	(1)
Step 2. Organize the List into an Outline	420	(1)
Step 3. Expand the Outline into a First Draft	421	(1)
Step 4. Edit the Draft	422	(1)
Step 5. Get an Outside Review	423	(1)
Step 6. Revise the Draft	423	(1)
Step 7. Proofread the Document	424	(1)
Technical Writing Strategies	424	(3)
Analogies	425	(1)
Repetition	425	(1)
Consistent Word Use	425	(1)
Parallel Structure	426	(1)
Consistent Verb Tense	427	(1)
Common Problems in Technical Writing	427	(6)
Clutter	428	(1)
Inappropriate Typefaces	429	(1)
Gender References	429	(1)
Unclear Referents	430	(1)
Passive Voice	430	(1)
Nominalization	431	(1)
Wordiness	431	(1)
Jargon	432	(1)
Undefined Acronyms	432	(1)
Dangling Phrases	432	(1)
Technical Writing Tools	433	(2)
Documentation Evaluation Criteria	435	(1)
Chapter Summary	436	(1)
Key Terms	437	(2)
Check Your Understanding	439	(2)
Discussion Questions	441	(1)
Hands-On Projects	441	(5)
Case Projects	446	(5)
Computer Facilities Management	451	(50)
Introduction to Computer Facilities Management	452	(1)
Common Facilities Management Problems	452	(22)
Managing Hardware Problems, Maintenance, and Repairs	453	(3)
Managing Electrical Power Failures and Problems	456	(1)
Managing Software Bugs and Problems	457	(1)
Managing Network Problems and Performance	458	(2)
Managing Security Problems	460	(6)
Managing Disasters and Contingency Planning	466	(3)
Managing Ergonomic, Safety, and Productivity Problems	469	(1)
Managing User Errors	469	(2)
Managing Computer Crime and Misuse	471	(2)
Managing the Recycling of Computers, Peripherals, and Supplies	473	(1)
Facilities Management Tools and Procedures	474	(13)
Media Backup Procedures	474	(4)
Media Defragmentation	478	(1)
Media Maintenance	479	(2)
Computer Supplies	481	(1)
Preventive Maintenance	482	(2)
Antivirus Software Utilities	484	(2)
Use Accounting and Statistics	486	(1)
Chapter Summary	487	(1)
Key Terms	488	(3)
Check Your Understanding	491	(2)
Discussion Questions	493	(1)
Hands-On Projects	493	(4)
Case Projects	497	(4)
Appendix One User Support Information Resources	501	(32)
Appendix Two Answers to Check Your Understanding	533	(8)
Index	541