In the world of Information Technology, Support Specialists work with a wide variety of end-users, whom we sometimes refer to as customers. Many of them are unfamiliar with computers and how to troubleshoot issues relating to their software. Providing customers with documented tutorials and on-going training sessions, also referred to as in-services, will improve computer literacy by educating end-users on department software and basic computer knowledge, improve the communication processes, and increase productivity, thus boosting user confidence and morale.
As a Support Specialist, I have firsthand experience with the communication barrier between customers and IT Professionals. Many employees receive training in their field, but rarely do they possess basic computer knowledge to function outside of the department software. The lack of computer literacy contributes mostly to insufficient training or the lack thereof. Consequently, when reporting issues to IT Support, the customers’ unfamiliarity with fundamental computer knowledge makes communication difficult between the two, thus effecting efficiency.
Implementing on-going training will allow customers to become more knowledgeable on relevant software and computer skills. Informed customers have a much better understanding when they comprehend the general synopsis of an issue. When customers develop a broad knowledge of what’s going on and begin to recognize how computers function, their overall method to problem-solving will be a more informed approach. Understanding basic computer terminology or computer talk has many advantages for all parties involved. When customers comprehend what’s taking place, they have a better understanding of what’s being asked and can verbaliz...
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...the educational gap but also allows the IT professional to see how customers use the software daily. In-Services allow the IT Professional to also understand the verbiage customers use in their every day processes and routines. Understanding their work culture allows the trainer to better incorporate terminology into classes and documentation that better relates to what they are familiar with and vice-versa. The creation of tutorials not only helps the customer to understand on a more personal note but also to retain that knowledge to train future employees. Once customers have the know-how to present information effectively, the new knowledge will help customers confer information more effectively and allow the IT person to produce quicker solutions. Furthermore, customers and IT Support become more efficient in their business processes by maximizing performance.
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
Computer based training is effective because it is easy to track, outreach is more efficient with just in time learning, and the content of the training is more consistent than with an instructor-led training (Pruesser,Lynn & Nordstrom, 2011). While Instructor-led training can be more natural for older employees that are not as familiar with technology, it is also easier for the employees that lack the self-motivation or control to ensure they complete the self-paced training. Regardless of the type of training the company chooses the article states that it is imperative for a company to evaluate the type of training utilized for effectiveness (Pruesser,Lynn & Nordstrom, 2011). If it is not working, it is time to consider other alternatives (Pruesser,Lynn & Nordstrom,
The field of information systems has grown and become more promising than in previous years. This increase demands highly skilled professionals to keep up with the quickly changing world of IS. Looking for a job in the Information Systems field opens the door for many disciplines, each with its significance in the business world. Most businesses need information systems skills to accomplish their goals. There is a wide selection of career options in the field of information systems. There are the technical positions, such as dealing with information management and hardware and software management, and the people-oriented technology positions, such as dealing with the design and operation of Internet applications (“Why Major,” n.d.).
Also computer support specialist help people to reset passwords that they have forgotten. Also getting information is important. Computer support specialist need to make sure they get their information for reliable sources. Information is categorized in many ways by them. The categories that are used are differences, similarities, and estimating. Computer support specialists also have to be able to process information. Information is processed in many ways. Information can be processed by separating data into sections.
Bulchand-Gidumal, J. (2009, December 12). Redesign of the IS/ICT help desk at a Spanish public university. Retrieved January 16, 2010, from Springer Link: http://www.springerlink.com.ezproxy2.library.drexel.edu/content/n37027634m511868/fulltext.pdf
In the business world today, the need for continuous learning and development by professionals and individuals is increasingly being stressed by most organizations and the industry as a whole; as lifetime employment to one particular organization is no longer certain this days. This change is due to the changing business environment and competition among organizations and staff; thus making most organizations
First, It was a great experience and an honor to be part of the training program. In the first stage of my training process, having a classroom training environment where the employees could interact and share ideas was a great way to get familiarized with the job and what the company is about, this is a great way to start a training process. Like other forms of training, classroom training has its strengths and weaknesses. Some of its strengths are; enabling the teachi...
We could also offer a service where if consumers don’t know how to use a computer or an Internet package, we would offer them our training programme. We would only offer this if they buy from us.
A learning organisation uses learning in a day-to-day manner. The focus is clearly on the job. It identifies and resolves problems as they occur, attempting to harness each situation and learn from it. Consequently, it ensures that all learning derived is stored, classified above all, used when confronted with a similar situation in the future.
"The rate of change in organizations today is tremendous. Just when one downsizing or reengineering effort ends, the latest business software is released and there is something new to learn. The result? An environment in which employees are continuously novices again" (Dawson 29). An EPSS can be used to continually train and retrain employees while providing task specific assistance and training at the touch of a button. An EPSS can also provide assistance to infrequently encountered problems as well as create a consistent set of answers to customers’ frequently asked questions.
Training and development are important factors to the success of any organization. Each employee is a valuable asset that can either add to the success a company or contribute to its failure. Training supports and makes possible the development of new skills and knowledge. Offering training for employees at various levels within an organization assist employees develop the necessary skills and proficiency to be successful in their careers as well as prepare for new responsibilities.
Databases and tracking tools give companies the ability to know the finer details in order to foster that relationship and allow customer service agents to provide that intimate service to a customer even when they have never spoken before. Customers have come to expect this level of focused customer service and depend upon the investment they have made in the company by establishing an interactive relationship with
They can enriches and increase the customer value proposition and bring out supper productivity. Through the re-education and training course, all of employee gain the powerful in productivity and knowledge.
These days being computer literate is more important than it ever has been in the last few years that computers have been around. Almost everything is becoming computer reliant and there are several businesses that have embraced technology. Computer literacy isn’t something that you can easily escape, and honestly you shouldn’t try to. Humans are all about adapting and computers are just one more thing we all have to learn to adapt to. Unfortunately, everyone doesn’t understand that so it’s vital to understand the importance of being computer literate.
Training encompasses the process of improving personnel competencies, knowledge and potentialities, in regards to the specific tasks that will be assigned to them. This is a process that should be perpetual and is essential for the organization, in order to achieve excellent execution of jobs given to the employees (Ingram, 2008, p.162). Another importance is that it gives sales personnel managers an easier time in dealing with properly trained sales personnel. There are different basis on which training is carried out. Training is carried out upon induction of new sales people to the company. It is also important to train current sales personnel to brush up their knowle...