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CHAPTER 4 IT PROFESSIONALISM AND ETHICS - Coggle Diagram
CHAPTER 4 IT PROFESSIONALISM AND ETHICS
4.1. An IT professional must be familiar with the legal and ethical issues that are inherent in this industry.
communication skills and troubleshooting
A knowledgeable technician who uses good
communication skills will always be in demand in the jobs market. As technical knowledge increases, so does ability to quickly determine a problem and find a solution.
Communication Skills and
Professionalism
A technician's professionalism and good communication skills will enhance their creditability with the customer.
4.2) 4.2 Practice Proper Attitude While Working with Customer
First tasks of the technician is to determine the type of computer problem that the customer is experiencing.
Three rules at the beginning of conversations.
-know
-relate
-understand
Handle customers with respect and prompt
attention. On a phone call, know how to:
Place a customer on hold
transfer a customer without losing the call.
Help the customer focus on and communicate the problem
The following is a list of behaviors to avoid when communicating with a customer :
Do not minimize a customer's problems.
Do not use a negative attitude or tone of voice.
Avoid unnecessary holds and abrupt holds
Recognizing these traits will help them to
manage the call accordingly.
1) talkative customer
2) rude customer
3) angry customer
4) knowedgeable customer
5) inexperienced customer
4.3) Explain Employee Best Practice
workstation ergonomics
make sure your desk layout works well.
adjust your monitor to a comfortable angel.
Time manangement
Follow the business policy of company
Keep a list of callback customers.
Stress management
Do not carry any frustrations from one call to the next.
Stand up and take a short walk.
Service level agreements
where service is provided
preventive maintenance
diagnostics
customer call rules
maximum times on call
number of calls per days
call centre employee rules
do not show favoritism to certain customers
do not take another technician's calls without permission.
customer satisfaction
give the customer a proper documentation
follow up with the customer at a later date to verify satisfaction.
4.4 Ethical and legal issues in the IT industry
computer forensics is the collection and analysis of data from computer systems, networks wireless communications and storage devices as part of a criminal investigation
Type of data collection:
persistent data
volatile data
cyber law
a term to describe the international, regional, country, and state laws that affect computer security professional.
Documentation
-required by a system administrator and a computer forensics expert is extremely detailed.
Chain of custody
-it must be authenticated. should be able to prove how this evidence was collected.
4.5 call centre technicians task
A call center environment is usually
very professional and fast-paced.
-it is a help desk system where customers call in and are placed on a callboard.
level one technicians responsibility
-gather pertinent information from the customer.
-the technicians has to accurately enter all information into the ticket or work order.
level two
usually more knowledgeable about technology.
-may have been working for the company for a longer period of time.