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Personnel in Technology

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Personnel in Technology Amy Mullen TEC 401 July 16, 2012 Clyde Roberts Personnel in Technology Technology support teams are on the rise with new and improved technological advances are emerging. Effective technology support teams reflect knowledge, experience, and strong communication skills. Technology plays a major role in organization operations in today’s society compared to decades prior. The key to success in using the many forms of technology available is to train users about the technology and the operation of the devices. In this paper, I discuss the training and implementation programs in using technology, performance support and Help Desk technologies, and the relationships between coworkers as well as between support teams and customers. Training Training is the foundation of organizational success. Organizations and their employees should have knowledge of the technologies used in the workplace and understand the enhancement technological tools bring to the workplace. Unfortunately, end-user information systems (EUIS) training is not a top priority in a time it is necessary with the growing technological advances (Regan & O’Connor). Training, in essence, defined as a learning experience with a beginning and end differs from support as support implies an ongoing learning experience. Specified by Regan and O’Conner (2002), the purpose of training is to ensure the “right users [are] learning the right skills in the right way for the right tasks in the right priority order” (p. 210). Training development requires fundamental considerations in organizational analysis, task analysis, individual analysis, and needs analysis tools. To confirm the effectiveness of training in information systems (IS) as it applies to the job is the responsibility of management, the IS department, or both. Organizational culture describes the performance of the work. Some factors to consider are; user commitments, inclusion in goals, application of training in current jobs or positions, and time allotted for training. The training development program should also encompass performance tasks of technical support staff, such as determining the use of software. Additionally, the experiences and knowledge of each technology employee vary from one another and should be a factor in training content, length of training, and the willingness to learn (Regan & O’Connor, 2002). Performance Support and Help Desk Technologies Training teaches users the knowledge to perform tasks as the organization intended. Training attempts to teach users what to say or do in the event that an unordinary situation arises; however, each situation is different. Therefore, a support team specifically trained to face the challenges of problem-solving plays a significant role in organizations. In technology, troubleshooting or just-in-time learning (JITL) provides this ongoing support. The application of technology providing direct links to performance characterizes performance support. Regan and O’Connor (2002) indicate that the most valuable learning occurs when applied to the work performed. Some forms of performance support include online help, expert systems, and databases. The intent of online help is to offer the user the opportunity to research issues and find a solution for his or herself. An expert system is a computer program that allows the user to ask a set of questions related to the knowledge of experts incorporated into the program. Similar to expert systems, databases are systems of knowledge, wisdom, experience, and stories. Databases do not necessarily store information for the sake of storing it; but rather to provide a way of tracking the knowledge, wisdom, experience, and stories. Often times there are a set of frequently asked questions. This type of database may have the solution and preventing a call to a Help Desk when accessible by employees. The goal of Help Desk technologies is to respond to a user’s question in real-time via telephone. A typical call consists of the user describing the problem and the Help Desk agent asking a set of questions to clarify and pinpoint the problem to determine the appropriate solution. The biggest challenge in Help Desk technologies is the high volume of calls. To facilitate the calls, users have options. These options include call center technology, computer-telephony integration (CTI), and interactive voice response (IVR). Regan and O’Connor (2002) describe call center technology as a changing technology to incorporate both CTI and IVR. Computer-telephony technology allows the Help Desk agent to pull up information on the caller and his or her previous calls. Interactive voice response operates through navigation of automated prompts. This is a very common method in customer service as it directs the caller to the appropriate agents or at least to the proper section. Additionally, tools such as EZDesktop and Microsoft’s Net Meeting allow callers to interact with the Help Desk Agent by providing a visual approach to the solution. Relationships in Technology Communication is a critical skill required from personnel working in technology. Some significant skills necessary for staff to possess in addition to communication are the abilities to work in a team, handle criticism, and work under pressure. A technology support team deals with coworkers and customers with various personalities. It is important for personnel in technology to work together toward a common goal. It is also important for hiring departments to consider personalities when hiring employees for technology support teams (Ganly, 2012). Individuals who exhibit negative or passive traits take away from working well as a team and causing conflict within the group, which has a tendency to carry on into the support work with customers. Conclusion In conclusion, technology is continually growing in organizations. Successful technology support teams embrace training and personalities. Proper training in technological devices used by personnel is extremely important. Technical knowledge is a necessity in working in a technological support team as it is the bread and butter of the team. Not only is knowledge crucial to a successful support team but also the people skills and communication skills to work well with the team and the customers. A technology support team that demonstrates a comfortable and respectable workplace environment through proper initial and ongoing training as well as strong teamwork skills help build organizational success. References Ganly, S. (2012). Personalities in technology support teams. Retrieved from http://leadership management.knoji.com/personalities-in-technology-support-teams/ Regan, E. A. & O'Connor, B. N. (2002). End-user information systems: Implementing individual and work group technologies (2nd ed.). New Jersey: Prentice Hall. Personnel in Technology Paper Rubric – Individual Assignment (100 Points) (Week Two)

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