Chapter 6 - A Guide to Computer User Support for Help Desk...

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A Guide to Computer User Support Fourth Edition by Fred Beisse Chapter 6 User Support Management
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Chapter Objectives In this chapter, you will learn about: • The mission of a support group • Steps to staff a support position • The contents of a training program for support staff • Certification for support professionals • Professional associations for support workers • Ethical conduct guidelines for support professionals A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 2
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Reasons to Study User Support Management • Applicants for support positions need to understand the perspectives of support managers • Support specialists in small organizations often perform management tasks – Project lead or coordinator tasks – Supervisory or lead worker responsibilities – User support group management A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 3
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Common User Support Management Concerns • Mission statement • Performance measures • User support staffing • Training for user support staff A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 4
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Example of a User Support Mission Statement Mission statement : list of guiding principles that communicate support goals and objectives to staff, users, and management Example: The mission of the user support group is to: (a) maximize operational efficiency among users in an organization by providing timely resolution to technology use questions and (b) effectively manage problems to continuously improve the: Quality of support services to users Usability of information systems Effectiveness of documentation and training Users’ satisfaction with support services A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 5
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User Support Performance and Justification Performance statistics : objective summary information about user support or help desk operation • Examples: – Average time to respond to incidents ( wait time ) – Percent of abandoned incidents ( abandonment rate ) – Average resolution time for incidents – Percentage of problems that could not be resolved – Percentage of closed incidents that had to be reopened – Number of unresolved incidents A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 6
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Use of Performance Statistics • Most useful when compared across days, days of week, or months to display trends over time • Can be computed for an entire support organization, a help desk team, or to compare employees’ performance • Often used to justify the need and budget for support services A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 7
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User Satisfaction Surveys User satisfaction survey : questionnaire to measure how satisfied users are with support services • Contents – General questions about support services
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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.

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Chapter 6 - A Guide to Computer User Support for Help Desk...

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