Lesson 1: Introduction to Supporting Users

Being a DST involves much more than answering the phone and resolving a problem. It also involves understanding, communicating with, and pleasing the end user. You must be able to listen to a customer, gather information from that customer, diagnose and resolve the problem (or escalate the problem to a senior technician or system administrator), and properly document the resolution of the problem in the manner that is dictated by company policy. The end user must also be satisfied with the solution and believe that he or she was treated fairly and with respect.

After this lesson, you will be able to

• Identify the types of end users that you will encounter.

• Explain how previous interactions with desktop support could have gone better.

• Discuss traits of a qualified DST.

• Identify what end users expect from you.

Estimated lesson time: 15 minutes

The End User’s Level of Expertise

There are many types of end users. Each user has a different level of expertise, and each one has expertise in varying degrees. Some end users have no computer experience at all and barely understand basic computer terms; some have targeted experience; still others have many years of experience. Table 1-1 shows the different types of users you might encounter.

Table 1-1: End Users Have Varying Skill Levels

Skill Level	Description
Highly experienced	These users are extremely experienced and most likely know more than you do concerning the problem at hand. Their problems generally need to be escalated quickly.
Generally experienced	These users can use e-mail and the Internet, download and install programs, follow wizards, install and configure programs, set up simple networks, and do minor troubleshooting. Tier 1 or tier 2 support personnel can generally assist these users.
Targeted experience	These users have experience in one or two applications that they use daily to do their jobs. Other than this experience, they have almost no computing skills. Depending on the application in question, tier 1 or tier 2 support personnel can generally assist these users.
No experience	These users are completely new to computing and have little or no experience with using e-mail, accessing the Internet, or installing or using applications. Tier 1 personnel should be able to handle most of these calls.

After you gain some experience as a DST, you will be able to determine how experienced the user is after speaking with him or her for only a few minutes. In the interim, you will learn how to work with and assist the different types of end users by communicating with them through written scripts and by following specific (and proven) troubleshooting guidelines.

Tip

Keep in mind at all times that you will be assisting all levels of users; never assume that the user knows less than you do.

Real World—Leveraging the Expert User

As you work in the desktop support world, you will run into many users who have expertise that you can make use of. Whether the users have more general computing experience than you do, are hardware hobbyists, or are simply gurus in particular applications, it is in your best interest to recognize their expertise and learn from it.

Especially in the corporate world (which you will learn more about in Lesson 2), expert users are worth their weight in gold. You will not have time to become an expert in every application that is running within a company, so knowing whom to go to with your questions can help keep things running smoothly. You are also likely to find a user or two in each department who can help field questions when you are not available or whom you can ask to sit down at a user’s desk if that user is having trouble explaining the problem to you.

In the noncorporate world, expert users offer a good source for your own continuing education. Listen to what they have to say and learn from the techniques they use when troubleshooting their own problems.

Previous Experiences with Technical Support

Chances are that the end user with whom you are speaking on the phone or visiting at his or her desk has dealt with a DST before. If that experience was not satisfactory, you might have to deal with an angry, dissatisfied, or frustrated client. You might also be the second or third DST who tried to solve the problem, or the problem might be a recurring one. If this is the case, concentrate on verifying the problem, be polite and respectful, and use whatever resources it takes to solve the problem quickly and effectively.

Traits of a Qualified DST

Companies and clients want to hire and keep the best DSTs that they can find, and they look for several specific traits and qualities. It does not matter whether you work in a corporate environment or offer in-home computer repair services; the traits and skills are the same. To be the best DST you can be, work to demonstrate as many of the following qualities as possible.

• Excellent customer service skillsSuccessful DSTs have the ability and emotional intelligence to teach highly technical content to users with any level of experience. They can speak to any user about any problem and define that problem in terms the user can understand (without making the user feel inadequate or stupid). They have skills that any successful customer service employee has: They are polite, are concerned for the customer, and have a sincere desire to service the customer’s needs. Beyond emotional intelligence, they also have social intelligence, which is the ability to handle their (or others’) anxieties, anger, and sadness; to be self-motivated; and to have empathy for others.

• Talent for communicatingQualified DSTs can communicate with end users of any level of experience, any personality, and any level of the corporate ladder. They can communicate technical information to nontechnical users and can acquire technical information from those who cannot explain the problem clearly. Qualified DSTs also take the time to explain in simple terms why the problem occurred, how it can be avoided in the future, and how and where to get help when no DST is available. Qualified DSTs document the problems, their communications with users, and the solutions they try so that they can communicate even better with users the next time around.

• Ability to multitask and stay calm under pressureDSTs must deal with ongoing problems, multiple open troubleshooting tickets, deadlines for meeting service level agreements (SLAs), accountability to upper management and end users, and ambiguous problems. While dealing with these issues, DSTs must be able to work effectively and calmly under pressure. DSTs must also respond calmly when an end user becomes frustrated or angry, and must maintain a professional demeanor at all times.

• Technical aptitudeDSTs have a natural aptitude for computers, hardware, and software; and for configuring each. They enjoy working with the technologies; have workstations at home at which they troubleshoot problems in their spare time; welcome new technologies; and show a talent for seeing the big picture in terms of networks, components, shared files and folders, and problems. Having the ability to see the big picture is the first step to becoming an expert in your field.

• Capacity to solve problemsTalented DSTs have the capacity to solve problems quickly. They are good at solving logic problems, uncovering hidden clues, chasing leads, and discovering and attempting solutions without complicating the problem further. Communication and linear and logical troubleshooting abilities are the top skills employers look for. The technical aspect can be taught much more easily than these skills because they have more to do with overall intelligence, personality, and social abilities than technical skills do. You must strive to develop critical thinking and problem-solving skills and learn to “read the signs” when dealing with a problem. The better you are at seeing the signs and the big picture, the better you will be as a DST. The capacity to solve problems can be improved through training, experience, trial and error, observation, and working with higher-level DSTs.

Lesson Review

The following questions are intended to reinforce key information presented in this lesson. If you are unable to answer a question, review the lesson materials and try the question again. You can find answers to the questions in the “Questions and Answers” section at the end of this chapter.

1. Give yourself five minutes to list as many traits as you can that relate to the three categories listed here:

   • Communication skills

   • Aptitude skills

   • Personal skills

2. You are working as a tier 1 support technician. You are speaking to a user whom you quickly assess as being highly experienced. The user starts the conversation by telling you what she has already tried and what she suspects is the cause of her problem. What is the likely outcome of this support call?

3. You are speaking with a user who has been on hold for nearly 20 minutes. The first thing the customer tells you is that he has already spoken with two other DSTs that day, and the “fixes” they recommended have made things even worse for him. How should you handle this?

Lesson Summary

• As a DST, you will encounter users of all skill levels. Never assume that you know more than the user to whom you are talking.

• DSTs must have technical knowledge in many areas, including the configuration and troubleshooting of the desktop interface, hardware, network connectivity, and more.

• DSTs should be good at getting information from people who might not be able to explain the problem clearly and should be good at explaining technical information to nontechnical users.