Unit 7 End User Support

1
Unit 7End User Support

• The Needs of Users
• The Role of the Support Technician

2
What do users need?

• End-users use their computers as a tool to help
  them get their work done.
• They are not computer experts
• They need their computer to
• Do what they require
• Be easy to use
• Be fast and efficient
• Be forgiving of errors
• Work properly
• Be fixed quickly if things go wrong

3
What do users need?

• Hardware needs
• Equipment needed to do their job
• Help with hardware problems or faults
• Software needs
• The software to do their job
• Help with software problems
• Training on using new software or features
• Data protected and backed up
• Consumables
• Printer paper cartridges
• Floppy disks, CD-Rs etc.

4
Support technicians

• Their role provide what users need!
• Two main ways support is provided
• In house support team
• Specialist IT support company
• Support may be provided
• In person
• Over the phone or by e-mail
• There are a number of different job titles within
  this area each of which has a different role

5
Help desk operator

• Most help desks provide support over the
  telephone
• Help desk operators need to
• Answer the phone
• Confirm customer details
• Take details of the request or fault
• Provide first line assistance
• More difficult problems are referred to more
  senior technicians
• Often use computer software to record and track
  calls

6
Field service engineer

• Provides on-site hardware support and repairs
• Involves travelling to customer sites
• Removing faulty equipment and installing new
  equipment
• Returning repairable equipment to the workshop

7
Bench engineer

• Located in workshop
• Tests incoming faulty equipment
• Repairs equipment if possible
• Installs new hardware
• Tests repaired equipment
• Orders new parts

8
General support technician

• Providing both telephone and on-site support
• Investigating software and hardware problems
• Liasing with hardware and software manufacturers
• Installing and updating software and hardware
• Develop skills is a certain area (networks,
  specific hardware or software)

9
Support Manager

• Manages a group of technicians
• Responsible for scheduling the work of
  technicians
• Making sure sufficient technicians are available
  through he working day
• May allocate technicians to tasks, or specific
  areas
• Responsible for meeting service goals
• Responsible for developing the team of technicians

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What skills does a technician need?

• Technical skills
• Good general skills
• Expertise in a particular area
• Interpersonal skills
• Speaking
• Listening
• Explaining
• Organisational skills
• Record keeping
• Prioritising
• Multi-tasking
• Quick to learn
• IT is changing all the time