Combo with Help Desk Chapter 2 and 5 others – Flashcards
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Blog
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A feature of a web site where a writer posts messages to which members of a user community are invited to comment.
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Customer-Service Ethic
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An organization wide commitment, shared by everyone from top management to operational staff, that client relations and client satisfaction are the most important aspects of a business.
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Difficult Client
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A user who requires special handling strategies because they are angry, uncommunicative, rude or abusive, or exhibit hard to handle behaviors.
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Empathy
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An understanding of and identification with a user's problem situation, thoughts, and feelings. A support agent who can empathize with a user understands the problem from a client's perspective.
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Greeting
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The first few sentences in a support incident that introduce an agent form the basis for the first impression of the support service by the user, and get the incident resolution process started on a positive note.
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Incident Management Strategy
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A collection of tools, techniques, and strategies that support agents use during an incident to move effectively and efficiently from the initial greeting to the conclusion of the incident.
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Myers-Briggs Type Indicator
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A personality analysis commonly used in business and industry to identify worker personality and work style preferences.
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Nonverbal Behavior
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Facial expression, body language, and the tone and style of communication. Nonverbal communication behavior may be more important that the specific words used in communication.
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Personal Communication Style
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The result of a series of decisions each support agent makes about how they communicate with end users.
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Power User
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A user who is technically knowledgeable, or who may have a relationship with an organization that they feel warrants special attention to their incident.
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Script
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A prepared sequence of questions and statements that support agents can use to handle parts of an incident; a script may include decisions points and branches to handle different situations.
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Self-Reliance
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A goal of support service provides that seeks to increase user self sufficiency and reduce a user's dependence on support services.
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Support Web Site
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A web site devoted to providing clients with product information, software downloads, support staff contacts, and sales channel. Support web sites are a cost effective method to communicate with users, but should be designed to be client friendly.
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User Forums
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A feature of a web site where various discussions are posted to which members of a user community may contribute. User forums emphasize the collaborative nature of the web as a way to encourage interaction and collaboration among users.
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Web 2.0
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The recent development of technologies and web applications that emphasize the social networking aspects of collaboration and communication among users. Web 2.0 emphasizes interactive use of the web.
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Applications Development Backlog:
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The excess demand for new computer applications that outstripped the existing supply of computer professionals to develop them
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Carpal Tunnel Syndrome:
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Severe hand or wrist pain due to an inflammation of the tendons in the user's hand or wrist; often a result of overuse in combination with an improper physical environment
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Chat Service:
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A web-based interactive service that allows two or more users who are both online to communicate be alternating typing and viewing messages; also called instant messaging.
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Computer Facilities Management:
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Support services to help users with information and questions about security, media backups, viruses, ergonomics, purchases of supplies, preventive maintenance, and other tasks required to keep computer system operational.
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Computer User Support:
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A job function or department in an organization that provides information and services to workers or clients to help them use computers more productively in their employment or home.
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Computer Virus:
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A piece of software created with malicious intent that can destroy information, erase or corrupt other software or data, or adversely affect the operation of a computer that is infected with the virus.
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Distributed Computing:
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A computing environment in which the needs of the organization and its workers determine the location of computer resources; this often includes a centralized system, such as a network server, and decentralized systems, such as individual PCs.
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End-User Computing:
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The use of computer technology for both businesses and personal use; it is designed to increase the productivity of workers, managers, students, and home users of computers
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Ergonomics:
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The study of how to design a workplace that promotes user health, safety, and productivity
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External User:
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An end user who is client or customer of an organization, such as retail customers of hardware and software vendors or corporate users who have purchased products or services from a vendor
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Graphical User Interface (GUI):
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Screen images that enable users to access program features and functions intuitively, using a mouse or other pointing device
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Help Desk:
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A single point of contact for users in need of support services, whether inhouse employees or external clients; a help desk may provide information and problem solving services face to face, by telephone, email, or by online chat session.
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Hotline:
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A telephone number that internal or external user can call to reach help desk services
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Information Center:
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An older name for user support center
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Information Technology (IT), Information Systems, Information Services (SI):
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The modern names for the earlier Data Processing department; this department also may be responsible for network and distributed systems, such as user PCs and support services
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Internal User:
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An in-house worker located inside an organization who uses computers to do his or her work
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Knowledge Worker:
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An employee whose primary job function is to collect, prepare, process, and distribute information
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KSAs:
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The knowledge, skills, and abilities required to perform the tasks in a job
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Microcomputer:
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A complete computer (often called a personal computer) built on a smaller scale than a large-scale or a work group system, which a microprocessor as a CPU
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Needs Analysis:
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An investigation to determine the features and configurations of hardware and software that will best match a user's specific needs; also called needs assessment
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Outsource:
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An agreement in which an organization contracts with a vendor that specializes in user support functions to handle support incidents for internal and external users
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Peer Support:
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An informal level of user support whereby colleagues in an organization or department exchange information and provide assistance about computer use and problems encountered
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Peripheral Device:
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A hardware add-on that plugs into a computer's system unit, either externally or internally; peripheral devices include input devices (keyboard, scanner), output devices (monitor, printer), input and output devices (modem, touch screen), and storage (CDs)
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Piracy:
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Theft of computer recourses such as software, services, or data; often involves illegal copying, distribution, or use of computer programs.
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Position Description:
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A written description of the qualifications and responsibilities of a job in an organization
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Support Standards:
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A list of computer products that an organization allows its employees to use and that it will support; product support standards limit the hardware, software, and network components that a staff supports in order to seduce support costs
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Technical Support:
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A level of user support that focuses on high-level troubleshooting and problem solving; whereas computer user support deals with a broad spectrum of problems that users encounter
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Total Cost of Ownership (TCO):
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The total expenditures necessary to purchase, maintain, upgrade, and support an end user's personal computer system over its expected useful lifetime; TCO includes hardware, software, network connectivity, information, training, and technical support costs.
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User Support Center:
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A formal workgroup that is organized to provide computer user support services; the team may include combinations of full - and part-time and peer support
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Website Development Software:
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Software that enables users to create, maintain, and update web pages that include a mixture of text and graphics and incorporate features such as email links, downloadable files, chat rooms, file transfer protocol, and restricted access for security
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Active Listening
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A communication skill that results in the listener being as involved and engaged in the communication process as the speaker; paraphrasing is an example of this
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Analogy
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A way in which a current problem is similar to other problems that have been solved; this between similar problems may suggest a possible problem solution
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Contradiction
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Situations in which a fact established through investigation rules out a potential solution
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Creativity
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The ability to find a novel or innovative solution to a problem; the ability to see a problem from new and different perspectives
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Critical Question
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A question designed to elicit important information from a user that may force a support agent to challenge some basic assumptions about a problem
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Critical Thinking
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Cognitive skills a problem solver uses to analyze a problem, search for underlying logic or rationale, or strive for alternate ways to explain an event or situation
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Decision Making
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The ability to select one alternative from among a number of alternatives, based on some evaluation criteria; an important skill for troubleshooters
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Escalation
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A problem solving tool whereby a difficult or complex problem is referred to a higher-level support for a resolution
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Explanation
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A communication skill that involves a support agent describing the solution to a problem so the user understands why the problem occurred and the steps required to resolve it
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Goal State
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A desired outcome or objective; in troubleshooting, in troubleshooting it is to diagnose or repair a computer subsystem to return it to a normal operational state
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Hypothesis
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An initial guess or prediction based on experience
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Hypothesis Testing
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Formulating a hypothesis about a cause of a problem and designing an experiment that will prove or disprove the hypothesis
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Iterative Process
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A process that involves several paths or approaches to problem solving; steps are repeated in a loop until a fruitful path is found.
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Knowledge Base
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An organized collection of information, articles, procedures, tips, and solutions to existing problems that can serve as a resource in a problem solving situation
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ListServ
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An automated email service that distributes all email messages posted to the ListServ to every member who has subscribed; organized around a topic of special interest to its members
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Mental Model
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A perceptual picture that a problem solver builds to understand how a system works; these are based on education and experience
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Metacognition
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The ability to think about thinking; the ability of a troubleshooter to step back from problem solving situations and anlyze thought process
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Module replacement
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A problem solving strategy that involves replacing a hardware or software component whose operational status is unknown with a component that is known to be operational
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Newsgroup
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An internet discussion group in which participants with common interests in a topic post messages; similar to an electronic bulletin board
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Paraphrasing
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A communication skill that involves you restating in your own words what you think you heard the speaker say
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Probe
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A follow up question designed to elicit additional information from a user about a problem
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Problem Solving
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A process of moving from current state of events to future desired state of events. Get from A to B quickly, accurately, effectively, and efficiently
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Remote Access
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Utility software that lets a support agent view and control events on an external users computer
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Replication
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The process of trying to repeat a problem in a different situation or environment to reproduce a problem
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Root Cause Analysis
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A troubleshooting strategy that requires a support worker to look beyond the visible symptoms of a recurring problem to search for its underlying cause
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RSS (Really Simply Syndication)
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A web service that aggregates selected information from various Web resources, including newsgroup, blogs, forums, and other news and information services and delivers it to a users desktop in a convenient easy to use format
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Troubleshooting
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A process of defining, diagnosing and solving computer problems; involves the use of several thinking and communications skills, information resources, strategies and methods
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Variable
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A factor or aspect in a problem solving situation that can change or be changed, eliminating these by removing components simplifies a complex problem so it is more manageable and can be solved
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Virtual Private Network (VPN)
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A computer network that uses the internet to connect remote users to a corporate network, this uses authentication and encryption to enhance security on a network
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Automatic Update
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A feature of operating systems and applications software that periodically checks a vendor's website for updates that the vendor recommends be installed to bring to current specifications
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Bug
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An error in a computer program that occurs when a programmer writes incorrectly coded instructions during program development
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Burn-In Test
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A hardware test during in which a new computer or component is operated continuously over a 48 to 72 hour period in an attempt to discover obvious problems and identify any temperature sensitive components
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Configuration Problem
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A difficulty that occurs when the hardware or software options are set incorrectly for the computer environment in which a component must operate
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Conflict
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A state in which a computer component uses system resources in a way that is incompatible with another component
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Freeware
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Computer software for which no purchase price or licensing fee is charged
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Incompatible
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When computer components cannot operate together successfully in the same system
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Installation Software
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Special purpose utility software that aids in the installation of other software packages; it is able to detect and correctly configure software for most hardware and operating environments
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Malware
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A program with harmful or malicious intent that disrupts the normal operation of a computer or network, or attempt to steal information or money as a result of the operation
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Open Source Software
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Software that is developed collaboratively by a loose knit group of programmers who agree to freely share their efforts to improve and debug a software product
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Patch
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replacement for one or few modules in a software package to fix one or more bugs
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Performance Problem
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A category of computer problems in which a system is minimally operational, but does not operate efficiently as it should, poor interaction between hardware and software
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Plug and Play Standards
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A set of protocols followed by hardware and operating system vendors that specify the communication methods and rules that an OS uses to recognize and incorporate hardware components in an operating system
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Quick Start Behavior
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A tendency among computer users to skip reading an installation manual and attempt to get new software installed and operating rapidly as possible
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Release
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A distribution of a software program that contains some new features not found in the original program
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Service Pack
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A software revision that contains both updates and patches to fix documented problems with a version of a program
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Shareware
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Software that users can try with the vendor's permission during a period prior to making a decision to purchase
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Update
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A bug fix distribution that repairs known problems in previous versions or release of a software package
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Upgrade
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A new version of an existing program that is sold at a reduced price to owners of a previous version of the program
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Vaporware
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Hardware or software products that appear in ads or press releases but are not yet available for sale
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Version
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A software package that contains significant new features and is usually the result of a substantially rewritten program
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Workaround
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A procedure or operation that accomplishes the same result as the original feature that currently does not work due to a bug or other malfunction
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Archive
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An archive is a database or paper file used to store and retain and records relating to closed incidents
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Asynchronous
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A method of communication in which communicators do not have a participants at the same time; email and web based communication are examples
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Authentication Procedure
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An incident management step in which an agent determines whether the help desk is authorized to handle a call; usually includes checking product registrations, support services licenses or contracts
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Automated Call Distributor
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A computer telephony system that automates many of the first steps in incident management suck as a greeting, menu options, caller authentication, call holding, queue management, and staff notification
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Best Practices
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Procedures, tools, methods, that successful support groups employ
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Call Management
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A process followed by help desk staff when handling telephone contacts between end users and support staff
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Client Feedback
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Evaluations collected from help desk users about their level of satisfaction with a product or service, an incident, problem resolution, or help desk service in general
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Closing
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An incident management step in which a support agent reviews the steps the help desk took to solve the problem, agrees with the end user that a solution has been reached, invites the user to call back, and make final entries regarding the incident in a database
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Cloud Computing
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A subscription service in which application software programs are served to a user's computer over the internet instead of residing on the user's computer
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Computer Telephony
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Designed to increase help desk productivity by providing a seamless interface between the telephone and computer
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Dashboard
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A visual display of measures based on key indicators; used to quickly monitor help desk operations and identify performances that vary from stated goals or requires management attention
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Job Stress
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A physical or emotional response that occurs when the personal characteristics of a help desk worker do not match the requirements of the job
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Incident Management
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Formal process that staff follow to handle face to face, telephone, email, or web based problem incidents obtain the information that the user requests, or to solve the user's problem, and close the incident
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Information Technology Infrastructure Library (ITIL):
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A set of guidelines designed to help organizations align and integrate their computer services with their business objectives
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Interactive Voice Response
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A computer telephony system that allows a user to interact with a database of information by pressing keys on the phone or by speaking simple words
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Intranet
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A network modeled after the internet, with information organized into web pages, but accessible primarily by workers within an organization
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Logging
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An incident management step in which the agent begins documenting the incident and its relating problems
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Multilevel Support Model
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A help desk structure that organizes support staff and services into several levels of support; sometimes called frontline/backline model; the goal is to handle calls at the lowest support level possible
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Portal
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A web site which provides a single point of entry for all support services
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Prescreening
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An incident management step in which agents identify and respond to simple requests for information, it is a filtering process
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Priority Code
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A designation assigned to an incident that indicates how serious the problem is for users, how many users are affected, and the consequences of not addressing the problem immediately; often the basis for determining the order in which incidents are handled
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Queue
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A waiting line into which incoming calls are placed when they cannot be addressed immediately; different types and priorities
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Resolution
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An incident management step in which a user's problem is solved; a complaint is noted or referred to the product designers, or authorization is given to return a product for replacement or a refund
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Screening
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An incident management step in which a help desk staff asks a series of questions to categorize and describe the incident; may be categorized as a request for info, a question, problem, complaint, or work order
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Service Level Agreement
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A contract that defines the expected performance of user support services or external vendor services
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Telecommuting
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Full or part time work performed at a home office of an employer
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Time Management Tools
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Software tools designed to help support agents increase their personal productivity; calendaring system, to do lists, collaboration, and project management tools
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Tracking
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An incident management step in which an agent updates the incident record with information about a problem as it progresses
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Virtualization
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A method of partitioning the resources of a computer into multiple execution environments, in which each virtual machine, operating in its own memory partition, has the capability to run its own operating system and application software
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Voice over Internet Protocol
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A technology that transmits voice communication over the internet rather than via the telephone lines
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Abandonment Rate
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The percentage of calls in which the user hangs up before the support staff respond
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Adaptive Test
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A certificate testing method that asks questions that are graded in difficulty from easy to moderate to difficult to try to quickly estimate a test takers ability
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Behavioral Question
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An interview question that gives a job applicant an opportunity to describe how she or he behaved in a specific work situation
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Certification
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An assessment process to measure and document a professional's knowledge and skills in a specialized segment of the IT field
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Cost Center Operation
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A user support operation for which the cost of providing service appears as an expense in an organizations budget without offsetting revenue stream
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Crash Course
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An intensive class designed to prepare participants to take a certification exam in a week or less
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Directed Question
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An interview question about a specific job requirement; they are intended to learn whether an applicant has specific education and work experience
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Erlang
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A unit of traffic processed in a given period of time; it is used to estimate the number of support staff required to respond to an expected volume of incidents in a period of time
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Illegal Question
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An interview question that is intended to obtain information about an applicant's characteristics that are not job related, age ethnicity, religion, ect
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Knowledge and Skills Test
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A test that measures a job applicant's knowledge and problem solving skills
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Mission Statement
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A list of guiding principles that communicates goals and objectives of a support group to its staff
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Non- Direct Question
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An interview question that is open ended and gives an applicant an opportunity to talk in general terms about their qualifications for a position
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Online Tutorial Course
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Computer based training (CBT) designed to prepare participants for certification exams
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Performance Appraisal
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The process of evaluation a user support worker according to established criteria that is related to the support groups mission and position description
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Performance Statistics
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Objective data about user support operation often directly related to the user support mission statement
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Professional Association
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A formal organization that represents the interests of a group of professionals and provides services to its membership
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Profit Center Operation
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A user support operation of which the cost of providing services is treated as an expense that is offset by revenue generated by the group
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Scenario Question
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An interview method that gives a job applicant a specific problem representative of the kinds of situations that may occur; they are used to measure the applicant's problem solving skills, and ability to work under pressure
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Self Study Course
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Preparatory materials, usually in book format, which readers complete at their own pace prior to taking a certification exam
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Staff Training
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Training designed to orient new support workers to their jobs, as well as ongoing training to update the skills and encourage professional growth of experienced staff
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Stress Tolerance Assessment
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An interview environment designed to evaluate how well a job applicant works under pressure
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User Satisfaction Survey
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A questionnaire that attempts to measure how satisfied users are with the support services they have experienced
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Wait Time
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The average time it takes a help desk to respond to calls
