28-11-2012, 05:50 PM
User Support
13.7User Support.ppt (Size: 278 KB / Downloads: 19)
Objectives: Training
Explain the need for different levels of training related to user and task.
Understand the need for continual skill updating and refreshing.
Describe the methods by which users can gain expertise in software use and discuss the relative merits.
Understand the need to develop training strategies to respond to growing user awareness.
User Support
Help with using computers.
Ease of use GUI’s mean more unskilled users operating computers.
Growth in support for growth in new hardware, new software, new versions etc.
Organisations producing the new products have to make available support for the purchasers of the product.
Support can come as an annual subscription or by telephoning a help desk.
Logging Calls
Computerised copy of each call consists of:
User’s details: including registration number,
Software and version number,
Software serial number, (for authorisation),
Hardware used, operating system, error messages,
Nature of the call, whether resolved,
The duration, time and date of the call.
A brief description at the start of the call may mean the caller is routed to an expert in that area such as hardware, or network.
Help Desk Software
Special software is needed to keep a log of calls; help desk management software.
Database of problems and solutions,
Standard service,
Call tracking until resolution,
Recording of problem and solution for future reference of a similar problem,
Users history available for tailored level of service.
Task Based Training
Teaches the user to perform a certain task which may not be transferable to other applications.
Specific applications such as:
Accounting,
Help desk,
Usually done in house by trainers within the organisation.