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2 FOURTH EDITION A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK & SUPPORT SPECIALISTS FRED BEISSE Lane Community College Australia Brazil Japan Korea Mexico Singapore Spain United Kingdom United States

3 A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition Fred Beisse Executive Editor: Marie Lee Acquisitions Editor: Amy Jollymore Managing Editor: Tricia Coia Developmental Editor: Mary Pat Shaffer Content Project Manager: Matthew Hutchinson Editorial Assistant: Zina Kresin Marketing Manager: Bryant Chrzan Art Director: Marissa Falco Text Designer: Shawn Girsberger Cover Designer: Cabbage Design Company Cover Image: JupiterImages Manufacturing Coordinator: Julio Esperas Copyeditor: Andrew Therriault Proofreader: Christine Clark Indexer: Elizabeth Cunningham Compositor: International Typesetting and Composition Photo credits: Figure 1-7 Courtesy of Sapphire Technologies; Figure 2-1(a) Image copyright MalibuBooks, Used under license from Shutterstock.com; Figure 2-1(b) Image copyright vgstudio, Used under license from Shutterstock.com; Figure 3-7 Image copyright Monkey Business Images, Used under license from Shutterstock. com; Figure 3-9 Image copyright Christina Richards, Used under license from Shutterstock.com; Figure 4-2 Image copyright Chris Hellyar, Used under license from Shutterstock.com; Figure 5-10 David Hanover/Getty Images; Figure 7-2 Image copyright Monkey Business Images, Used under license from Shutterstock.com; Figures 7-4, 7-5, and 7-6 Courtesy of Honolulu Community College; Figure 9-5 Image copyright Natalia Siverina, Used under license from Shutterstock.com 2010 Course Technology, Cengage Learning ALL RIGHTS RESERVED. No part of this work covered by the copyright herein may be reproduced, transmitted, stored or used in any form or by any means graphic, electronic, or mechanical, including but not limited to photocopying, recording, scanning, digitizing, taping, Web distribution, information networks, or information storage and retrieval systems, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without the prior written permission of the publisher. For product information and technology assistance, contact us at Cengage Learning Customer & Sales Support, For permission to use material from this text or product, submit all requests online at Further permissions questions can be ed to ISBN-13: ISBN-10: Course Technology 20 Channel Center Street Boston, MA USA Cengage Learning is a leading provider of customized learning solutions with office locations around the globe, including Singapore, the United Kingdom, Australia, Mexico, Brazil, and Japan. Locate your local office at: Cengage Learning products are represented in Canada by Nelson Education, Ltd. To learn more about Course Technology, visit Purchase any of our products at your local college store or at our preferred online store Some of the product names and company names used in this book have been used for identification purposes only and may be trademarks or registered trademarks of their respective manufacturers and sellers. Course Technology, a part of Cengage Learning, reserves the right to revise this publication and make changes from time to time in its content without notice. Printed in Canada

4 Brief Contents iii Preface xiv CHAPTER 1 Introduction to Computer User Support CHAPTER 2 CHAPTER 3 Customer Service Skills for User Support Agents Skills for Troubleshooting Computer Problems CHAPTER 4 Common Support Problems CHAPTER 5 Help Desk Operation CHAPTER 6 User Support Management CHAPTER 7 Product Evaluation Strategies and Support Standards CHAPTER 8 End-User Needs Assessment Projects CHAPTER 9 Installing and Managing End-User Computers 384 CHAPTER 10 Training Computer Users CHAPTER 11 Writing for End Users CHAPTER 12 A User Support Utility Tool Kit APPENDIX A Answers to Check Your Understanding Questions APPENDIX B HelpSTAR 2008 Student Edition APPENDIX C User Support Presentations and Meetings. 639 Index

5 Contents iv Preface xiv CHAPTER 1 Introduction to Computer User Support Historical Changes in Computer Use The 1950s and 1960s: Early Computers The 1970s: The First Steps Toward Decentralized Computing The 1980s and 1990s: The Growth of Decentralized Computing The Late 1990s and 2000s: The Era of Distributed and Network Computing Classifying End Users Environment Skill Level Frequency of Use Software Used Features Used Relationship Resources End Users Need Basic Hardware Add-on Peripherals Hardware Maintenance and Upgrades Software and Software Upgrades Supplies Data and Information Technical Support Facilities, Administration, and Overhead End-User Applications Software Problems End-Users Experience Waste of Resources User Mistakes Computer Crime Theft of Resources

6 CONTENTS Invasion of Privacy Abusive Users Computer Viruses Health Problems Addressing the Need for User Support Workers How Organizations Provide a User Support Function Peer Support Part Time User Support User Support Worker or Work Team Help Desk Support User Support Center User Support as an IT Responsibility User Support Outsourced to a Vendor User Support Services Staff a Help Desk, Hotline, or Chat Service to Provide Information Provide Technical Troubleshooting Assistance Locate Information to Assist Users Evaluate Hardware, Software, and Network Products Coordinate Organization-Wide Support Standards Perform Needs Assessment and Provide Purchase Assistance for Users Provide Installation Assistance Provide Training on Computer Systems and Procedures Prepare Documentation on Computer Use Assist Users with Software Development Projects Position Descriptions for User Support Staff Knowledge, Skills, and Abilities Alternative Career Paths for User Support Workers Programmer/Developer Network Technician Web Site Maintainer Support Manager Project Manager Trainer/Technical Writer Security Specialist Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects v

7 CONTENTS vi CHAPTER 2 Customer Service Skills for User Support Agents Communication and Customer Service Skills Listen Carefully Build Understanding Respond Effectively Develop an Effective Personal Communication Style Special Challenges of Telephone Communication Develop an Incident Management Strategy Ask Goal-Directed Diagnostic Questions Be Honest Say I Don t Know When You Don t Apologize Say Thank You Use Incident Management, not User-Management, Techniques Teach Self-Reliance Customer Service and Personality Types Strategies for Difficult Clients and Incidents Users Who Complain Contacts by Power Users Incidents That Get Off Track Users Who Are Upset or Angry Users Who Are Abusive Users Who Are Reluctant to Respond Users Who Won t Stop Responding Client-Friendly Web Sites and Web Content Organization Format Mechanics Comprehensive Client Services Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects CHAPTER 3 Skills for Troubleshooting Computer Problems What Is Troubleshooting? Problem-Solving Skills Critical-Thinking Skills Decision-Making Skills

8 CONTENTS Tools Troubleshooters Use Communication Skills Information Resources Diagnostic and Repair Tools Problem-Solving Strategies Personal Characteristics of Successful Troubleshooters Developing Your Own Approach to Problem Solving Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects vii CHAPTER 4 Common Support Problems Common End-User Problems Hardware Problems Software Problems User Problems Documentation Problems Vendor Problems Operating Environment Problems Network Problems Problem-Solving Processes Applied to Typical End-User Problems Problem 1: Sounds Like Trouble Problem 2: The Problem with Modems Problem 3: Give Credit Where It Is Due Problem 4: Antivirus Protection Worth Every Cent You Pay for It Problem 5: The Path Not Taken Problem 6: The Nonresponsive Network Problem 7: The Big, Red X Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects CHAPTER 5 Help Desk Operation What Is a Help Desk? The Incident Management Process Receive the Incident

9 CONTENTS viii Prescreen the Incident Authenticate the User Log the Incident Screen the Incident Prioritize the Incident Assign the Incident Track the Incident Escalate the Incident Resolve the Incident Close the Incident Archive the Incident Help Desk Service Best Practices Physical Layout of Help Desk Work Areas Job Stress in Help Desk Work Help Desk Technology and Tools Help Desk Software HelpSTAR 2008 Software Computer Telephony Systems Web-Based Support Trends in Help Desk Operations Technology Trends Workplace Trends Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects CHAPTER 6 User Support Management Managerial Concerns: Mission, Performance, Staffing, and Training User Support Mission User Support Performance and Justification Staffing the Help Desk User Support Staff Training User Support Certification Formal Education Certification Vendor-Specific Certification Industry-Standard Certification User Support and Help Desk Certification User Support Center Certification Programs The Benefits of Certification Certification Exam Preparation

10 CONTENTS User Support as a Profession Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects ix CHAPTER 7 Product Evaluation Strategies and Support Standards How Product Standards Emerged Methods for Evaluating and Selecting Computer Products Information Resources Decision-Making Tools Product Support Standards How Organizations Develop Computer Product and Support Standards How Organizations Implement Computer Product and Support Standards Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects CHAPTER 8 End-User Needs Assessment Projects Overview of User Needs Analysis and Assessment End-User Needs Analysis Steps and Tasks Step 1: Understand the End User s and the Organization s Goals Step 2: Understand the Decision Criteria and Constraints Step 3: Define the Problem Clearly Step 4: Identify the Roles of Stakeholders Step 5: Identify Sources of Information Step 6: Develop an Understanding of the Existing System Step 7: Investigate Alternatives to the Existing System Step 8: Develop a Model of the Proposed Solution Step 9: Make a Build-Versus-Buy Decision Needs Analysis and Assessment Tools Project Charter Cost-Benefit Analysis Data-Collection Instruments

11 CONTENTS x Charts and Diagrams Prototyping Software Managing a User Support Project Project Management Steps Project Management Tools Other Needs Assessment and Project Management Tools Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects CHAPTER 9 Installing and Managing End-User Computers System Installation Overview Pre-Installation Site Preparation Location Ergonomics Power Requirements Network and Telephone Access Air Conditioning Lighting Fire Suppression Site Management Documentation Hardware Installation Tools Common Hardware Installation Steps Typical Operating System and Network Installation Steps Operating System Installation Network Installation Typical Steps to Install Application Software Typical Installation Wrap-Up Tasks Ongoing Site Management Responsibilities Media Backup Security Problems and Challenges Disaster and Contingency Planning Other Site Management Activities Preventive Maintenance Computer Supplies Managing the Recycling of Computers, Peripherals, and Supplies Chapter Summary

12 CONTENTS Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects CHAPTER 10 Training Computer Users What Is Training? The Training Process Step 1: Plan the Training Determine the Trainees Backgrounds Determine the Trainees Content Needs Determine the Skill Levels Trainees Need Determine What Trainees Already Know Define the Training Objectives Step 2: Prepare for the Training Specify Which Topics Will Be Covered Organize the Topics Select an Effective Training Format How Learners Learn Select Delivery Methods for the Training Materials Develop Specific Training Materials Design Training Evaluation Methods Step 3: Present the Training Practice the Presentation Arrive Early to Check Out the Facility Don t Read Notes or PowerPoint Slides Don t Try to Cover Too Much Material Teach the Most Important Skills Use Humor Sparingly Pause for Comprehension Checks Monitor the Training Environment Provide Frequent Breaks Obtain Professional Feedback Step 4: Progress Toward Higher-Quality User Training Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects xi

13 CONTENTS CHAPTER 11 Writing for End Users xii Types of User Documentation Brochures and Flyers Newsletters Handouts and Training Aids User Guides, Handbooks, and Manuals Online Help Systems and Chat Messages Web Pages Proposals, Letters, and Memos Procedural and Operational Documentation Troubleshooting Guides How Technical Writing Differs from Other Writing Technical Writing Style How Technical Documents Are Organized Document Planning Who Is the Target Audience? What Does the Audience Already Know? What Does the Audience Need to Know? What Do You Want the Audience to Be Able to Do? What Medium Will Be Used to Transmit the Document to Its Audience? The Technical Writing Process Step 1: Generate an Idea List Step 2: Organize the List into an Outline Step 3: Expand the Outline into a First Draft Step 4: Edit the Draft Step 5: Get an Outside Review Step 6: Revise the Draft Step 7: Proofread the Document Technical Writing Strategies Analogies Repetition Consistent Word Use Parallel Structure Consistent Verb Tense Common Technical Writing Problems Clutter Inappropriate Typefaces Gender References Unclear Referents Passive Voice Nominalization

14 CONTENTS Wordiness Jargon Undefined Acronyms Dangling Modifiers Technical Writing Tools Documentation Evaluation Criteria Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects xiii CHAPTER 12 A User Support Utility Tool Kit Introduction to Utility Software and Information Resources Categories of Utility Software Tools Hardware Support System Information Software Support Operating Systems Software Support Applications System Problem Diagnosis Network Support Internet Support File Management Tasks Performance Enhancements Security Solutions User Support Tools Chapter Summary Key Terms Check Your Understanding Discussion Questions Hands-On Activities Case Projects APPENDIX A Answers to Check Your Understanding Questions APPENDIX B HelpSTAR 2008 Student Edition APPENDIX C User Support Presentations and Meetings. 639 Index

15 Preface xiv As in previous editions of this book, my goal for the fourth edition is to address the needs of readers who want to learn about the user support field and who need resources to help them learn. This fourth edition is designed as an introduction to the broad range of topics that an entry-level user support specialist is expected to know about. The responsibilities of support positions vary widely; however, armed with the foundation of topics and activities covered in this book, workers entering the support industry will be better prepared to meet employer s expectations. I continue to believe that learning about user support requires exposure to trade books, vendor manuals, and Web sites, but these materials are often not designed for students or for entry-level support staff. First-time learners also need textbooks with aids to learning such as key term definitions, discussion questions, hand-on activities, and case projects that help them practice and apply their new knowledge. Since the earlier editions of this book, many aspects of user support have remained the same; however, a surprising number of changes have occurred. I am grateful that Course Technology gave me the opportunity to update the book to reflect recent changes in the user support field. The Intended Audience This book is primarily intended for three kinds of readers: Readers who are considering career opportunities in computer user support and who want an introduction to the field. This book describes the kinds of knowledge, skills, and abilities they need to be employable in the support industry. Readers who work in another field, but find themselves in a position with growing user support responsibilities. They will be able to use this book to acquire additional breadth and depth in the support field. This audience includes programmers, computer operators, network administrators, customer support representatives, and computer applications specialists.

16 PREFACE Readers who are taking a course in a user support or related degree program. They can use this book to tie together knowledge and skills introduced in other courses. These readers will especially benefit from the end-of-chapter activities that provide practice skills and experiences they will use on the job. The Approach A Guide to Computer User Support is designed as an introduction to each of the topics covered. I believe that a user support textbook can do little more than introduce basic concepts and a beginning perspective, lead readers into the field, and point readers toward appropriate knowledge, skills, and resource materials. To derive maximum benefit from this book, each reader must be an active participant in the learning process. The end-of-chapter discussion questions and hands-on activities are specifically designed to develop knowledge and skills, a significant percentage of which are gained through interactions with school or work colleagues. Learning to work with others in project groups or teams is important preparation for the team-oriented work environment of the 21st century. Many of the end-of-chapter activities are designed to acquaint readers with information resources and technical tools that are essential to function effectively in many support positions. xv Assumed Knowledge This textbook assumes that its readers have a background in the following areas, either through course work, independent study, or work experience: Basic computer concepts or computer literacy Word processor, spreadsheet, and database applications Internet and Web access Overview of This Book The organization of this book is based on the knowledge, skills, and abilities commonly found in user support position descriptions and on the tasks employers expect entry-level support staff to be able to perform. CHAPTER 1: INTRODUCTION TO COMPUTER USER SUPPORT briefly discusses the historical context of end-user computing, how users increase their productivity using computer systems, the resources they need, and common problems end users encounter.

17 PREFACE It also covers the kinds of help that support groups provide and the various ways organizations have found to support end users. It concludes with a description of the knowledge, skills, and abilities a successful applicant for a support position needs. The fourth edition also includes information about career paths for support workers. xvi CHAPTER 2: CUSTOMER SERVICE SKILLS FOR USER SUPPORT AGENTS describes the communication and customer service skills user support staff need. It also outlines ways to develop an incident management strategy and handle difficult support situations. The fourth edition includes new material on communicating with users through support Web sites. CHAPTER 3: SKILLS FOR TROUBLESHOOTING COMPUTER PROBLEMS discusses common tools and methods troubleshooters use to solve computer problems. It also describes eight problemsolving strategies that a user support specialist can apply to a troubleshooting situation. The fourth edition includes new material on root cause analysis. CHAPTER 4: COMMON SUPPORT PROBLEMS approaches computer problems from a practical perspective. It describes the types of common computer problems and shows how to apply problemsolving strategies to several real-life problems pulled from the experiences of support workers. The fourth edition includes several new end-of-chapter activities and problems that can make an important contribution to building problem solving skills and abilities. CHAPTER 5: HELP DESK OPERATION introduces a multi-level support model and the incident management process, and provides an overview of the features of help desk software packages. The fourth edition includes coverage of industry best practices in help desk operation, expanded information about help desk job stress, and features HelpSTAR 2008 software to illustrate typical features of help desk software. CHAPTER 6: USER SUPPORT MANAGEMENT discusses responsibilities and perspectives of support managers and supervisors that support workers need to understand. It describes the mission of support groups, and how to staff and train them. The fourth edition updates coverage of computer industry certification, professional associations for support workers, and standards of ethical conduct. CHAPTER 7: PRODUCT EVALUATION STRATEGIES AND SUPPORT STANDARDS describes strategies to evaluate computer products and define product standards for an organization. It includes pointers to information resources and decision-making tools for evaluating and selecting computer products. The fourth edition includes an extended example of technology product standards in use at Honolulu Community College.

18 PREFACE CHAPTER 8: END-USER NEEDS ASSESSMENT PROJECTS provides tools to help user support staff analyze and assess user needs for computer hardware, software, and network products and services. An extended case study illustrates the steps in assessment projects throughout the chapter. The fourth edition includes Microsoft Office Project 2007 to illustrate the use of project management software tools in assessment projects. Some activities in the chapter are based on a 180-day version of the software, which is included on a CD bundled with the book. CHAPTER 9: INSTALLING AND MANAGING END-USER COMPUTERS covers the steps to prepare an end user s site and install hardware, operating systems, and applications software. It described the role and contents of a site management notebook as well as tasks support workers often perform to help users manage their computers. The fourth edition updates many of the installation checklists from previous editions. CHAPTER 10: TRAINING COMPUTER USERS explains how to plan training activities; how to prepare training materials; and how to present, evaluate, and improve training for end users. The fourth edition emphasizes role-playing as a training activity. (Each chapter includes a role-playing scenario designed to give readers an opportunity to apply what they learn to a work situation.) CHAPTER 11: WRITING FOR END USERS briefly examines the many types of documents a support specialist may be assigned to prepare, and explains how to plan, write, and evaluate end-user documentation. It covers the common strategies and tools technical writers use and discusses how to avoid common writing problems. The fourth edition updates the online resources for technical writers. CHAPTER 12: A USER SUPPORT UTILITY TOOL KIT is a new chapter in the fourth edition that addresses the growing importance of utility software to diagnose, resolve, and repair the variety of problems support specialists encounter. The chapter provides suggestions for over 30 software utilities that can be used as a starting point for building a support resource tool kit. Many of the utilities described can be downloaded, installed, and used without cost in order to get experience with the use of utility software. The chapter includes an extended case study to illustrate how several of the utilities can be used in support situations. APPENDIX A: ANSWERS TO CHECK YOUR UNDERSTAND- ING QUESTIONS provides answers to end-of-chapter self-check questions. APPENDIX B: HELPSTAR 2008 STUDENT EDITION provides a step-by-step tutorial and hands-on activities to help readers get experience with help desk software. A 180-day version of HelpSTAR 2008 xvii

19 PREFACE Student Edition, developed by Help Desk Technology International Corporation, with access to their Web site resources, is included on a CD bundled with this book. xviii APPENDIX C: USER SUPPORT PRESENTATIONS AND MEETINGS is a new appendix in the fourth edition which recognizes the expectation that support workers need to be able to prepare effective presentations to users, managers and work colleagues as part of their job responsibilities. This appendix responds to requests from several instructors for coverage of presentation skills. The appendix concludes with strategies for making support worker meetings more productive. Features Several features in this book are designed to aid readers understanding of user support concepts and improve its value to learners. CHAPTER OBJECTIVES Each chapter begins with a list of the important concepts presented. This list orients readers with a quick reference to the contents of the chapter and is a useful study aid. FIGURES AND TABLES Figures and illustrations in each chapter help readers visualize concepts and examples. Tables list conceptual items and examples in a visual and readable format. BULLETED FIGURES Selected figures contain bullets that summarize important points. They provide an overview of upcoming discussion points and help you review material when you need to recall chapter topics. ON THE WEB These features point readers to the Web for more information about a topic, an example related to what was learned in the chapter, or to additional information resources. TIPS These marginal features point readers to practical tips and other comments from the author to supplement the information in a nearby paragraph. NOTES These marginal features point readers to where they can find additional material on a topic elsewhere in the book. INFORMATION RESOURCES These marginal features point readers to additional information resources on the book s companion Web site. ROLE-PLAYING SCENARIOS Each chapter features a role-playing scenario designed to give readers an opportunity to apply what they learn. These scenarios are based on the experiences of actual support

20 PREFACE workers and are included to give readers an opportunity to gain insight into real-world applications of the topics and build support skills. CHAPTER SUMMARIES Each chapter s text is followed by a summary of chapter concepts. These summaries provide a helpful way to recap and revisit the main ideas covered in each chapter and help readers review chapter contents to prepare for quizzes and hands-on activities. KEY TERMS Each chapter contains a list of the terms introduced in the chapter and a short definition of each. This list is a convenient way to review the user support vocabulary you have learned. CHECK YOUR UNDERSTANDING End-of-chapter assessment begins with a set of approximately 20 review questions that reinforce the main ideas introduced in each chapter. These questions, which are expanded in the fourth edition, gauge whether you have mastered the concepts and provide examples of questions you might encounter on a quiz or exam. Answers to these questions are provided in Appendix A. DISCUSSION QUESTIONS Discussion questions, a feature expanded in the fourth edition, are designed to supplement and extend the chapter topics and provide an opportunity for readers to formulate and discuss positions on issues they are likely to encounter in the support field. HANDS-ON ACTIVITIES Although the vocabulary and concepts in user support topics are important, no amount of vocabulary can substitute for real-world experience. To supplement conceptual explanations, each chapter provides approximately ten Hands-On Activities to help readers build experience with user support tasks. Some activities involve researching information from people in the support industry, printed resources, and the Web. Others let readers work with software used by support agents in the workplace. Because Hands-On Activities ask readers to go beyond the boundaries of the text itself, they provide practice in the real-world research like that performed in a user support position. CASE PROJECTS The end of each chapter includes several Case Projects. The projects are somewhat longer and more open-ended than Hands-On Activities and are designed to help readers apply what they have learned to business situations. They provide an opportunity to independently analyze, synthesize, and evaluate information, examine potential solutions, and make recommendations much as one would in an actual business situation. HELP DESK SOFTWARE A CD included with this edition includes a 180-day version of HelpSTAR 2008 Student Edition. The student edition can be used to get experience with help desk software and operational procedures such as those described in Chapter 5. xix