Term
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Definition
| A Web-based Interactive service that allows two or more users who are both online to communicate by alternately typing and viewing messages; also, called instant messaging |
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Term
| Computer facilities management |
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Definition
| Support services to help users with information and questions about security, media backups, viruses, ergonomics, purchase of supplies, preventive maintenance, and other tasks required to keep a computer system operational. |
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Term
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Definition
| A job function or department in an organization that provides information and services to employees or clients to help them use computers more productively in their jobs or at home. |
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Term
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Definition
| A single point of contact for users in need of technical support, whether employees or external clients; may provide information and problem-solving services face-to-face, by telephone, be e-mail, or in an online chat session. |
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Term
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Definition
| A telephone number that an internal or external user can call to reach a help desk service. |
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Term
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Definition
| An older name for a user support center |
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Term
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Definition
| The knowledge, skills, and abilities required to perform a job. |
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Term
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Definition
| An investigation to determine the features and configuration of hardware and software that will best match a user's specific needs; also called needs assessment. |
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Term
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Definition
| An arrangement or agreement in which an organization contract with a vendor that specializes in user support functions to handle support incidents for internal and external users. |
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Term
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Definition
| 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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Term
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Definition
| 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 reduce support costs. |
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Term
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Definition
| A level of user support that focuses on high-level troubleshooting and problem solving; whereas computer user support deals with a broad spectrum of support issues, technical support deals with the more complex and difficult problems that users encounter. |
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Term
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Definition
| A group or department in an organization that provides a wide range of services to an organization's computer users who are primarily internal; services may include a help desk, consulting on product purchases, training, documentation, and facilities management. |
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Term
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Definition
| A formal workgroup that is organized to provide computer user support services. |
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