End User Support: Guide

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Video Tutorial

Check list:

• Plan (L02.1), Install (L02.2) and configure (L02.3) at least one of the virtualization software tools of your choice and provide evidence of it.

• With the software installed in the previous step, plan (L03.2), create and configure (L03.3) at least two virtual machines (VM).  Select the different hardware components and justify (L03.1) your selection. Install and setup a guest operating system of your choice in every one of them (L02.2). Configure a small private network (L03.3) and provide IP connectivity from and to the VMs (L02.1) (L02.2) (L02.3).

• Install and/or configure a remote support software tool of your choice and provide evidence of your ability to provide remote support on those VMs (L02.1) (L02.2) (L02.3).

• Research, select and install an Incidence recording software tool of your choice in one of the VMs (L02.1) (L02.2). Simulate a couple of requests and record the incidents issuing a ticket (L01.3).

Proactive and Reactive approach

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Proactive approach

Proactive approach is the most effective way to eliminate or minimize end user problems. It is more about anticipating common end user issue and categorizing them in order to provide effective support to users by informing them beforehand.

The most common example of this is the log-in credentials. More than 60% of a common technical support desks have to deal with this issue, hence they introduced automated account (login credential) recovery systems.

Nevertheless, no matter how effective the automated system is, some users prefer human interaction to seek solution for their problems. This is one of the main reasons that reactive approach should not be neglected even if you are proactive about a problem also known as planning for the worse.

Reactive approach

This is the typical end user support practice. As the name explains, this practice is about responding to the user’s queries to solve it. For example, A customer calls the help desk to solve his issue with printing an excel worksheet. To this query the help desk personnel will respond with a set of questions to isolate the problem to one source. i. e software related problem/hardware (printer) related problem. Then the help desk staff proceeds with the appropriate solution.

My opinion

Even though most of the people prefer to be Proactive, in most of the scenarios it won’t be contributing in solving the user’s problem. On the other hand, Reactive approach seems to solve most of the problems; it is not an efficient method. i. e, users have to wait on the calling queue to speak to a support staff and the time of service delivery is not quite predictable. As of my opinion, a successful help desk should embrace the mixture of both proactive and reactive approach of customer support principles.

End User Support: Job description

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Technical Requirements

Most end user support professionals are required to have some training in computer hardware and software repair and installation. Depending on the scope of responsibilities of the end user support professional, he may be required to have certifications in specific computer networks, software or applications.

Because this position can include a very broad range of responsibilities, many organizations may hire a new college or technical school graduate and allow her to learn on the job.

Non-Technical Requirements

Because end user support professionals work directly with technology users, they must have good customer service skills, the ability to prioritize and handle multiple priorities simultaneously. As technology plays a key role in the overall operation of any organization, end user support professionals may be required to work beyond normal business hours, or be on call on a rotating basis.

Job Responsibilities

Responsibilities include providing end users assistance with technical issues over the phone and in person. This includes maintenance, administration, and resolving issues related to the technology their customers use. End user support professionals may be required to purchase computers and related technologies within budget guidelines if technical issues can't be resolved otherwise.

End user support may also include tasks such as required maintenance, backing up files and performing installations on a routine basis.

Other Responsibilities

End user support responsibilities can include training users, and administration of best practices for the technology they support. Most organizations have policies and procedures for their technology that end user support professionals enforce.

Average Salaries

Average salaries for end user support professionals range from $37,000 to $46,000 per year (2008 data), and employment will increase 13 percent from 2006 to 2016, according to the Bureau of Labor Statistics. As technology continues to develop and become more sophisticated, the need for end user support professionals will continue to grow.

End user problems.

Posted by Unknown / at 12:02 / / 1 comments

Log-in Issues

•  Password resets/renewals :

Common issues related to the end user’s inaccessibility to their account.

•  Account detail changes:

The case where user wants to change the security details and other account related information.

Connectivity Issues

•  Unable to print a document through network:

The user is unable to print a document through their network printer.

•  Unable to connect to internet:

This scenario includes IP Address renewals, router resets, ISP connectivity issues, and network configurations, etc.

•  Unable to access a file in the network:

Mainly oriented on, IP Address configuration, troubleshooting network components and server/client side network configuration, etc.

Compatibility Issues

•  Hardware failure:

Includes, hardware component failures, inappropriate handling, troubleshooting and replacement, etc.

•  Unable to execute an application:

Execution of newly installed/old application, missing dependencies, incompatible operating system/peer software and inappropriate versions, etc.

•  Newly installed software/hardware (upgrades):

Problems regarding newly installed components and technical difficulties faced by the end user.

Bienvenue / Bienvenida / Bem-vindo

Posted by Unknown / at 11:58 / / 0 comments

Hello fellow earthlings, welcome to my End User Support blog. Here I’ll be posting my coursework related material and some updates on how things are going. Please feel free to get any materials (make sure you give credits to the author/me) and NO plagiarism is allowed or intended. I would like get as much feedbacks from you, please feel free to comment and criticise.