Chapter 1 - A Guide to Computer User Support for Help Desk Support Specialists Fourth Edition by Fred Beisse Chapter 1 Introduction to Computer

Info iconThis preview shows pages 1–8. Sign up to view the full content.

View Full Document Right Arrow Icon
A Guide to Computer User Support Fourth Edition by Fred Beisse Chapter 1 Introduction to Computer User Support
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 2 Chapter Objectives In this chapter, students will learn about: • How historical changes in computer technology have affected computer use • Ways to classify end users • Resources computer users need and major categories of end-user software • Common problems users encounter
Background image of page 2
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 3 Chapter Objectives (continued) • The job market demand for user support workers • Common ways to organize and provide support services • Typical position descriptions for user support staff • The knowledge, skills, and abilities for an entry- level support position • Career paths for user support workers
Background image of page 3

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 4 End-User Computing End-user computing : the use of computers for both business and personal use Knowledge worker : employees whose primary job is to collect, prepare, process, and distribute information Graphical user interface (GUI) : screen images that enable users to access program features and functions intuitively, using a mouse or pointing device
Background image of page 4
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 5 Classifying End Users
Background image of page 5

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 6 Resources End Users Need • Basic hardware • Add-on peripherals Peripheral : a hardware add-on that plugs into a computer s system unit • Hardware maintenance and upgrades • Software and software upgrades • Supplies • Data and information • Technical support • Facilities, administration, and overhead
Background image of page 6
A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 7 Waste of Resources Examples: • Purchase decision by user who lacks expertise • User spends excessive time trying to solve a problem • Worker spends time on non-business-related activities
Background image of page 7

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Image of page 8
This is the end of the preview. Sign up to access the rest of the document.

This note was uploaded on 04/05/2011 for the course CINT 214 taught by Professor Endris during the Spring '11 term at Ivy Tech Community College.

Page1 / 29

Chapter 1 - A Guide to Computer User Support for Help Desk Support Specialists Fourth Edition by Fred Beisse Chapter 1 Introduction to Computer

This preview shows document pages 1 - 8. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online