1 End User Support Introduction Identify and select remedies.

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End User SupportEnd User Support

IntroductionIntroductionIdentify and select remediesIdentify and select remedies

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AimsAims• Look into what is involved in Look into what is involved in

technical supporttechnical support• Discuss the sources/types of supportDiscuss the sources/types of support• Acquired a knowledge of information Acquired a knowledge of information

gatheringgathering

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What is the goal of IT technical What is the goal of IT technical support?support?

• The main goal of IT technical support The main goal of IT technical support is to resolve the user problem as is to resolve the user problem as quick and efficiently as possible, in quick and efficiently as possible, in order for the end-user to effectively order for the end-user to effectively get on with the job.get on with the job.

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Sources of SupportSources of Support• ManufacturersManufacturers• DealersDealers• Third-party supportThird-party support• In-house supportIn-house support

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Types of SupportTypes of Support

• Help deskHelp desk– A call centre (helpdesk) is a place where A call centre (helpdesk) is a place where

end users queries are handledend users queries are handled– Has expert system knowledge base of Has expert system knowledge base of

FAQsFAQs– When available – Operator can control When available – Operator can control

user’s computer remotelyuser’s computer remotely– Messages can be broadcast simultaneously Messages can be broadcast simultaneously

to all users if necessaryto all users if necessary

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Types of SupportTypes of Support

• User Booklets (guides)User Booklets (guides)– Introductory guide for users of a new systemIntroductory guide for users of a new system– Instructions on simple required tasks i.e. Instructions on simple required tasks i.e.

how to change the password for the first how to change the password for the first time, add items etctime, add items etc

– Where to go for training (on-line resources)Where to go for training (on-line resources)– Where to log a fault or access diagnostic Where to log a fault or access diagnostic

softwaresoftware– Help desk NumberHelp desk Number

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Types of SupportTypes of Support

• Further DocumentationFurther Documentation– Users need different levels depending Users need different levels depending

on how they are using the software and on how they are using the software and how expert they arehow expert they are

– This may contain basic tutorials for This may contain basic tutorials for clerical staffclerical staff

– Reference manuals for more expert Reference manuals for more expert users (knowledge workers)users (knowledge workers)

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Types of SupportTypes of Support

• On-line HelpOn-line Help– Does not refer to Web-based helpDoes not refer to Web-based help– An invaluable aid to anyone learning a An invaluable aid to anyone learning a

software packagesoftware package– Contains an index of topicsContains an index of topics– Usually has access to a number of Usually has access to a number of

tutorialstutorials

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Types of SupportTypes of Support• Diagnostic softwareDiagnostic software

– This software is used to try and find any This software is used to try and find any obvious errors with the obvious errors with the hardware/software, if errors are found hardware/software, if errors are found the usually a step by step guide is the usually a step by step guide is provided to show how to resolve the errorprovided to show how to resolve the error

– If however no errors were found a list of If however no errors were found a list of possible errors and solutions are listedpossible errors and solutions are listed

Can you identify any other forms of supportCan you identify any other forms of supportavailable?available?

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Types of SupportTypes of Support• Why shouldn’t users ask the IT Why shouldn’t users ask the IT

technicians?technicians?– Problems with communicationProblems with communication– Expert uses too much technical jargonExpert uses too much technical jargon– User is only able to reference the software in terms of what User is only able to reference the software in terms of what

he wants to do rather than in a technical definition of a he wants to do rather than in a technical definition of a requirementrequirement

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User ProblemsUser Problems• Introduction into Information gatheringIntroduction into Information gathering

– In order for the End-user support staff to In order for the End-user support staff to provide advice and guidance, they need to provide advice and guidance, they need to identify identify what the actual user problem iswhat the actual user problem is..

– Information can be gathered from a Information can be gathered from a number number of sourcesof sources, such as direct questioning of the , such as direct questioning of the end user, call logging system, consulting a end user, call logging system, consulting a fault log or using diagnostic and monitoring fault log or using diagnostic and monitoring tools.tools.

– In order to carry out problem analysis the In order to carry out problem analysis the End-user support staff must have End-user support staff must have communication, research and analysis skillscommunication, research and analysis skills to seek out what the actual problem is.to seek out what the actual problem is.

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User ProblemsUser Problems

• Information gathering – Direct Information gathering – Direct questioningquestioning– To start with you mostly have to begin To start with you mostly have to begin

with a very with a very open questionopen question i.e. “What type i.e. “What type of problem are you having”of problem are you having”

– Once you have the general idea of what Once you have the general idea of what kind of problem the End-User is having, kind of problem the End-User is having, then then direct questioningdirect questioning can begin i.e. is can begin i.e. is the power on? etcthe power on? etc

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User ProblemsUser Problems• Information gathering – Call logging systemInformation gathering – Call logging system

– A call logging system is a computerised system A call logging system is a computerised system which is linked to a database of end users’ which is linked to a database of end users’ details and keeps a record of any details and keeps a record of any communication with themcommunication with them

– The call logging system helps to monitor trends The call logging system helps to monitor trends and can be searched to identify queries which and can be searched to identify queries which recur frequentlyrecur frequently

– A call logging system enables the call to be A call logging system enables the call to be identified with a call reference number allow a identified with a call reference number allow a problem to be chased up if unresolved.problem to be chased up if unresolved.

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User ProblemsUser ProblemsFieldField NotesNotes

Call referenceCall reference A unique reference number to A unique reference number to identify the callidentify the call

Date and time Date and time of callof call

It is important to record the date and It is important to record the date and time to identify how long it took to time to identify how long it took to resolve the faultresolve the fault

Caller IDCaller ID This is the person who made the call, This is the person who made the call, it allows HR to monitor trends to it allows HR to monitor trends to identify which employees may need identify which employees may need further trainingfurther training

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User ProblemsUser ProblemsFieldField NotesNotesTechnician Technician allocated allocated responsibilityresponsibility

The helpdesk assistant would The helpdesk assistant would determine this i.e. the technician determine this i.e. the technician may need to specialise in a particular may need to specialise in a particular software packagesoftware package

Date and time – Date and time – responsibility responsibility was handed to was handed to techniciantechnician

This will help the all staff members to This will help the all staff members to become more efficientbecome more efficient

Report from Report from technicianstechnicians

What equipment etc was repaired What equipment etc was repaired whether the problem is now resolved whether the problem is now resolved – time it took to resolve– time it took to resolve

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User ProblemsUser ProblemsFieldField NotesNotesError diagnosisError diagnosis Details of exactly what went wrong Details of exactly what went wrong

and how it was fixed to help other and how it was fixed to help other user with the same problemuser with the same problem

CostsCosts Total cost to repair faultTotal cost to repair faultRecommendationRecommendationss

From the experience of fixing this From the experience of fixing this fault, are there any fault, are there any recommendations if this error was recommendations if this error was to happen againto happen again

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User ProblemsUser Problems• Information gathering – Fault LogInformation gathering – Fault Log

– A fault log is a A fault log is a record of eventsrecord of events that occurred, that occurred, and on occasion includes information and on occasion includes information regarding how the fault was fixedregarding how the fault was fixed

– The fault log can prove useful if a problem The fault log can prove useful if a problem keeps happeningkeeps happening, and the cause is unknown, and the cause is unknown

– Noting the Noting the date and circumstancesdate and circumstances that lead that lead up to an error occurring can often work out up to an error occurring can often work out the solution to the problemthe solution to the problem

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User ProblemsUser Problems• Information gathering – Fault Log Information gathering – Fault Log Cont.Cont.– Microsoft example: if a serious error occurs then all the Microsoft example: if a serious error occurs then all the

details are written to a text file (Fault log) and then send details are written to a text file (Fault log) and then send it to Microsoftit to Microsoft

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User ProblemsUser Problems

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User ProblemsUser Problems• Information gathering – Diagnostic Information gathering – Diagnostic

software & Monitoring toolssoftware & Monitoring tools– Diagnostic software – this attempts to Diagnostic software – this attempts to

diagnose a problem; giving a list of diagnose a problem; giving a list of possible faults and solutionspossible faults and solutions

– Monitoring tools are used to aid the Monitoring tools are used to aid the technician to track down faults and technician to track down faults and improve the system performanceimprove the system performance

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User ProblemsUser Problems• Information gathering – Diagnostic software (BT) Information gathering – Diagnostic software (BT)

You will be attempting this laterYou will be attempting this later

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User ProblemsUser Problems• Information gathering – Monitoring toolsInformation gathering – Monitoring tools

– Event viewer is one example of a Event viewer is one example of a monitoring tool that is supplied with an monitoring tool that is supplied with an operating system, it records major events operating system, it records major events i.e. boot-up sequence, opening and closing i.e. boot-up sequence, opening and closing of applications.of applications.

– Errors are recorded within these logs, which Errors are recorded within these logs, which can be used to track possible can be used to track possible hardware/software problems.hardware/software problems.

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User ProblemsUser ProblemsThis can be obtained through Control panel/Administrative This can be obtained through Control panel/Administrative ToolsTools

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User ProblemsUser Problems• Fault typeFault type

– A fault is perceived by the user, as either A fault is perceived by the user, as either loss of service or poor performance.loss of service or poor performance.

• Loss of service includesLoss of service includes– A crashA crash– The system has hung-up (unresponsive)The system has hung-up (unresponsive)– A peripheral no longer worksA peripheral no longer works– Failure to connect to the internetFailure to connect to the internet

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User ProblemsUser Problems• Poor performancePoor performance

– Relates to the system slowing downRelates to the system slowing down– Web pages take longer to load or material Web pages take longer to load or material

sent to printer takes a long time to print.sent to printer takes a long time to print.– Overall the end user is not satisfied by Overall the end user is not satisfied by

the systems performance the systems performance

What about user error?What about user error?

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ConclusionConclusion• We discussed the Unit outcomesWe discussed the Unit outcomes• Looked into what is involved in end Looked into what is involved in end

user supportuser support• Discussed the sources/types of Discussed the sources/types of

supportsupport• Acquired a knowledge of information Acquired a knowledge of information

gatheringgathering