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CHAPTER 4 IT PROFESSIONALISM AND ETHICS - Coggle Diagram
CHAPTER 4
IT PROFESSIONALISM AND ETHICS
4.1.1 Communication Skill and the IT Professional
An IT professional must
be familiar with the legal and ethical issues
that are inherent in this industry
4.1.2 Communication Skills, Troubleshooting
and Professional Behavior
technician who uses good
communication skills will always be in demand in the jobs market
A technician should establish a good rapport with the customer since a relaxed customer is better able to explain the details of the problem.
The technician has access to several
communication and research tools.
Any of these resources can be used to help gather information for the troubleshooting process
A technician’s
professionalism and good communication skills will enhance their creditability with the customer
4.2.1 Determine Customer Problems
Know
Call your customer by name
Relate
Use brief communication to create a oneto-one connection between you and your
customer
Understand
Determine the customer’s level of
knowledge about the computer to know how to effectively communicate with the customer
4.2.4 Proper Netiquette
General rules that apply to all online interactions with customers and co-workers
Respect other people’s time
Share expert knowledge
Respect other people’s privacy
Be forgiving of other people’s mistakes
4.2.2 Displaying Professional Behavior with
Customer
The process to follow before put a customer on hold
The process for transferring a call
4.2.3 Keeping the Customer Focused on the
Problem
Talkative Customer
Rude Customer
Angry Customer
Knowledgeable Customer
Inexperienced Customer
4.3.1 Time and Stress Management Technique
4.3.2 Service Level Agreements (SLA)
An SLA is a contract that defines expectations between an organization
and the service vendor to provide an agreed-on level of support
A legal agreement that contains the responsibilities and liabilities of all parties
involved
4.3.3 Business Policies
Customer Call Rules
Call Center Employee Rules
Customer Satisfaction
Workstation Ergonomics
Time Management
Stress Management
4.4.1 Ethical and Legal Considerations
Illegal computer or network usage
Type of Data Collection
Persistent data
Stored on local drive, when computer
turned off this data is preserved
Volatile data
Stored in ram and cache, disappears
when computer is turned off
4.4.2 Cyber Law
Cyber laws explain the circumstances under
which data (evidence) can be collected from
computers, data storage devices, networks, and wireless communications
4.4.3 Legal Procedures Overview
Documentation
must document not only what evidence
was gathered, but how it was gathered and
with which tools
Chain of Custody
A system administrator
should be able to prove:-
how this evidence was collected
where it has been physically stored
who has had access to it
between the time of collection and its entry
into the court proceedings
4.5.1 A Call Center
It is a help desk system where
customers call in and are placed on a
callboard
Each call center has business policies regarding call priority
4.5.2 Technicians Level
Level One Technicians Responsibility
Gather pertinent information from the customer
The technician has to accurately enter all information into the ticket or work order
If the level one technician cannot solve the problem, it is escalated to a level two technician
Level Two Technicians Responsibility
Usually more knowledgeable about
technology
May have been working for the company for a longer period of time
-When a problem cannot be resolved
within a predetermined amount of
time, the level one technician prepares
an escalated work order
Receives escalated work orders from
level-one technicians
May use remote access software to
access the customer’s computer to diagnose the problem and possibly to resolve the issue
4.5.3 Procedures as Call Center Technician
