Flashcards
11.3 Support
Flashcards do conjunto (14)
- 1What are the 6 factors that influence the choice of support?1.) Skill level of the employees
2.) Software
3.) How critical the system is
4.) Large number of employees
5.) Pattern of work
6.) Cost - 2What are the available Support Options?Existing User Base
Help-Desks
Help Desk Software
User Support from software producers
Support Articles
On-Screen Help
Onsite Help
Remote Support
E-mail
Ticketing System
Troubleshooting and Frequently Answered Questions (FAQs)
Call Out Support
Package Credibility - 3What is an Existing User Base?If you are working in an office with other experiences users, you may not want to directly ask them to help with your problems. So, the individual may want to contact in house or external help-desk systems to provide support on the hardware and software.
- 4What are Help-Desks?It is controlled by ICT professionals and each professional has a distinct area that they will cover and they will expect to follow a set of rules when solving problems.
A disadvantage is that the help-desk may be offshored so, the ICT professionals may not speak your native language. - 5What is Help Desk Software?A help-desk system may contain a database which outlines the problems the user is having so, they can repeat the solution to each individual who is having the same issue.
It may also keep track of all of the calls until the problem is resolved and once the problem is resolved, it is added to the database so that the solution can be used for other individuals. - 6What is User Support from software producers?Software producers provide user support via telephone help lines or over the internet. This is when the individual phones the software producer and this can be beneficial if the help-desk system is busy.
- 7What are Support Articles?This can include User Guides, books or manuals which allow the user to increase their skills using the software as it allows problems to be solved efficiently. This may include FAQ's and these deal with many of the problems users have and how they have got around their problems.
- 8What is Online Screen Help?This can be in the form of videos, live chats, discussion forums and bulletin boards etc. For example, in spreadsheet software, the help and support feature will bring up solution from the internet/web page based on the individuals problem.
One disadvantage of live chats is that people have different timezone's so the business must be open 24/7. - 9What is Onsite Help?This is used in the short term and this works with a new piece of equipment until it is functional.
For example, if your device is not working in the workplace than a technician will provide you with another device etc. - 10What is Remote Support?When the ICT technician uses a desktop computer and an internet connection to remotely access the system from another location.
A disadvantage is that the only way remote support can be done is through a network connection so, the network should be secure and unable to be hacked into. - 11What is E-mail Support?When the company write a formal E-mail to the support technicians online and they will reply with a time when they can fix the system.
A disadvantage is that the company may have to wait for a response from the ICT support technicians. - 12What is a Ticketing System?When the individual fills in a form which has a summary and level of importance of their problem. Depending on the importance of the problem, the individual may have to wait a shorter or longer time period for the problem to be fixed.
The colour red means that the problem is urgent, amber means that its urgent but the individual can wait and green means that the problem is only minor and they can wait a long period of time. - 13What is Troubleshooting and Frequently Asked Questions (FAQs)?This will give you what you want to see and the chances at finding a solution to solve the problem that you have is high as many people have the same errors.
- 14What is Call Out Support?This is where you log a call and if it cannot be mended remotely via another device then a technician will be sent out on a given time and day to fix the problem with the device.
This can be a disadvantage as the employee has to wait a long period of time for the technician to arrive at the organisation.
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- A level ICT - A Level FlashCards sobre 11.3 Support, criado por Cameron Taylor em 09-06-2018.
- Criado por
- Cameron Taylor
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