A guide to Computer User Support for Help Desk and Support Specialists

Discussion Questions (Chapter 1)

I picked-up a book of Computer User Support ( Help Desk) to check the content and see if there is something I pick up,, here is a the quick summary of what Chapter 1 was all about.

• Why do you think so much of the software that ran on large-scale computers was custom-written by programmers, whereas today most personal computer software is purchase off-the-shelf?
  •  I believe the change of how software was written before and know is because of demand.  Previously, only power-users who possessed great computer knowledge were the only ones required to ran large-scale computers, simply put it was not as common as it is now.  In today’s time one can easily find at least 5 computers per household in the forms of laptops, desktops, tablets, mobile devices, and wearable technology.
  • Today computers are part of almost every individual and so the use of software (applications) is not only for savvy people, but rather everyone.

 

• Do you think the changes in the way computers are used today are primary the result of advances in technology over the past 50 years or of demand for improvements among end users? 

 

• The changes in how we use computers in our modern ways is thanks to the advanced in technology over the past decades, with smaller, faster, mobile technology heavily influenced by the demand of end users.

 

• Based on your knowledge and studied of the computer industry, what other information would you add for the 2015’s that would help someone understand important changes in technology? What do you think will be the significant new developments in computer technology in the latter part of the 2016s?

 

• Technology is created to make our lives easier and enhance our productivity. Technology has always been a driving force to progress in human history.
• Technology should always be used as tool to achieve “better” results.
• Technology is born out of necessity to fulfill something we need, but lack the means to achieve so.
• The new game changers of 2016 I think will be cloud-services. Every day I see the use of such technology in more sectors “media, entertainment, work, finance, art” in simple terms you get to be more  productive with cloud services now

 

• Are the end-user technology problems described in this chapter inevitable or can users and support workers take steps to avoid them?

 

• That is a really good question, problems are unavoidable given that by nature we humans are bound to commit errors, and so we cannot stop it, however what we can do is take preventive measures so that in the event of a problem we are ready to act swiftly and efficiently. Users and support workers can begin learning “in the event of xyz… you do this” measures.

 

• Basic knowledge to use tools in order to understand when something is wrong.

 

 

• Do you agree or disagree with the following statement? “Facilities management is more of a concern with large-scale computers than in an end-user computing environment” Explain your position

 

• I disagree with this statement, because not only large-scale computer environments suffer from a lack of management, but also an end-user computer environment as well. Yes both facilities can benefit from a well thought-of plan to deal with this type of problems

 

• Is it more important for a user-support staff member to develop an ability to solve difficult technical problems or an ability to communicate with a difficult user? Why?
  • tough question, while both abilities are extremely useful to carry with your duties as  user-support staff member, of the two I would pick the ability to communicate with a difficult user can be of more value. At the end of the day the main function of a user support is to “support” another user and so being able to help someone aggravated is better than being good at problem solving. Problem solving is the procedure that will take you to your goal which is help the user.

 

• How you do think the knowledge, skills, and abilities needed for telephone support are different from the KSAs needed to provide email or online chat support? Compare these to the KSA needed for face-to-face support.

 

• Telephone support I believe requires: good communication skills, patience, active listening, problem solving, ethics, honesty and kindness.
  Email or online chat support I believe requires more problem solving, grammar.

 

• face-to-face support requires all of the above plus attention to detail, professionalism, that involves greeting, presence, clothes, courteous, integrity, even humor. You are required to build rapport and make the client at ease. Knowing that you will take care of the problem. Ownership

 

 

• Compare the support needs for desktop PCs with the support needs for mobile devices, such as smartphones and tablets, how are the support needs different? How are they similar?

 

• Very different in the hardware portion, with desktops there is more “hands-on” compared to a mobile where there is less “fix in” and more tweaking. Furthermore a desktop can be upgraded, modified, customized you can “add” or remove” components of your computers whereas in a mobile device such as a tablet or smartphone the most you could do is replace a damaged part of add/remove external memory. Upgrades are not as usual in tablets as you get them as they come.

 

• Given the decades long miniaturization trend from large-scale mainframe computers to desktop PC’s to laptops and then to tablets and mobile devices, some industry experts have pronounced the end of the era of PCs.  They dictate the recent decline in sales of desktop and laptops as evidence.  Do you agree or disagree? Are desktop PCs’ really finished?
  • Perhaps within 20 years or so. At the moment a regular end-user can do without powerful hardware to conduct day-to-day activities such as web-browsing, social media, entertainment and light work through applications.

Power-users I will argue still need the use of a desktop computers with hardware strong enough to handle heavy workloads of data processing. Examples:  AutoCAD software, video editing, real-time network monitoring, scientific

• work just to name the most common.
• Desktops PCS will be finished as a mainstream product, but you will still see them where they are needed the most.

 

• Some experts believe that the next big development is miniaturization is an area of wearable technology, such as glasses earphones, and wristwatches with Internet and telecommunications access. DO you believe that wearable technology is the next trend, and if so, how will this technology impact user support?