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

ISBN: 9780619215101 | 0619215100
Edition: 3rd
Format: Paperback
Publisher: COURSE TECHNOLOGY
Pub. Date: 6/3/2004

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SummaryTable of Contents
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 e-mail-based support. For those considering entering the field, alternate career paths for user-support workers are described. This edition h... MORE
Introduction to End-User Computing
1(36)
Historical Changes in Computer Use
2(10)
The 1950s and 1960s: Early Mainframe C... MORE
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 Resources501(32)
Appendix Two Answers to Check Your Understanding533(8)
Index541

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