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CHAPTER 4 IT PROFESSIONALISM AND ETHICS, 4.3.1 Time and Stress Management…
CHAPTER 4
IT PROFESSIONALISM AND ETHICS
4.1 Explain IT Professional
An IT professional must be familiar with the legal and ethical issues that are inherent in this industry.
Troubleshooting is as much about communicating with the customer as it is about knowing how to fix a computer.
Learn to use good communication skills as confidently as you use a screwdriver.
Communication Skills and Troubleshooting
A knowledgeable 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.
For example:email,script,online FAQ,websites and etc.
Communication Skills and Professionalism
A technician’s professionalism and good communication skills will enhance their creditability with the customer.
Successful technicians control their own reactions and emotions from one customer call to the next.
Never carry your frustration from one call to the next.
4.2 Practice Proper Attitude While Working with Customer
Three rules at the beginning of conversation:
Know
-Call your customer by name.
Relate
- Use brief communication to create a one-to-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.
The technician should:
Practice active listening skills.
Do not interrupt the customer.
Listen carefully to what the other person is saying, and let them finish their thought.
After the customer has explained the problem,clarify what the customer has said.
Ask some follow-up questions, if needed.
Use all of the information to complete the work order.
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.
Stay positive by focusing on what you can do to help.
Convey an interest in helping the customer.
The following is a list of behaviors to avoid when communicating:
Do not minimize a customer’s problems.
Do not use jargon, abbreviations, acronyms, and slang.
Do not use a negative attitude or tone of voice.
Do not argue with customers or becoming defensive.
Do not say culturally insensitive remarks.
Do not be judgmental or insulting or call the customer names.
Avoid distractions and do not interrupt when talking with customers.
Do not take personal calls when talking with customers.
Do not talk to co-workers about unrelated subjects when talking with the customer.
Avoid unnecessary holds and abrupt holds.
Do not transfer a call without explaining the purpose of the transfer and getting customer consent.
Do not use negative remarks about other technicians to the customer.
Recognizing these traits will help them to manage the call accordingly.
Talkative Customer
Discusses everything except the problem and uses the call to socialize.
Rude Customer
Complains during the call, makes negative comments.
Angry Customer
Talks loudly, tries to speak when the technician is talking, is usually frustrated and upset that they have to call somebody to fix the problem.
Knowledgeable Customer
Customer has equally experienced in computers and usually tries to control the call.
5.Inexperienced Customer
An inexperienced customer has difficulty describing the problem and may not able to follow directions correctly.
Be pleasant and polite.
Begin each email,even within threat,with an apprppriate greeting.
Never send chain letters via email.
Do not send or reply to flames.
Use mixed case.UPPER CASE IS CONSIDERED SHOUTING.
Checking grammar and spelling before you post.
Be ethical
Never mail or post anything you would not say to someone's face.
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.
4.3 Explain Employee Best Practice
Workstation Ergonomics
Make sure that your desk layout works well.
Have your headset and phone in a position that is easy to reach and easy to use.
Adjust your chair to a comfortable height.
Adjust your monitor to a comfortable angle.
Place your keyboard and mouse in a comfortable position.
Minimize external distractions such as noise.
Time Management
Follow the business policy of company.
Keep a list of callback customers.
Do not give favorite customers faster or better service.
When reviewing the call boards, do not take only the easy customer calls.
Do not take the call of another technician, without permission.
Stress Management
Do not carry any frustrations from one call to the next.
Do some physical activity to relieve stress.
Stand up and take a short walk.
Do a few simple stretch movements or squeeze a tension ball.
Take a break and try to relax.
An SLA is a contract that defines expectations between an organization and the service vendor to provide an agreed-on level of support.
Contents of an SLA:
Response time guarantees (often based on type of call and level of service agreement).
Equipment and software that is supported.
Where service is provided.
Preventive maintenance.
Diagnostics.
Part availability (equivalent parts).
Cost and penalties.
Time of service availability.
Customer Call Rules
Call Center Employee Rules
Customer 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.
Depending on the country, illegal computer or network usage may include:
Identity theft
Using a computer to sell counterfeit goods
Using pirated software on a computer or network
Using a computer or network to create unauthorized copies of copyrighted materials, such as movies, television programs, music,and video games
Using a computer or network to sell unauthorized copies of copyrighted materials
Pornography
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.
Cyber law is a term to describe the international, regional, country, and state laws that affect computer security professionals.
Cyber laws explain the circumstances under which data (evidence) can be collected from computers, data storage devices, networks, and wireless communications.
Documentation
The documentation required by a system administrator and a computer forensics expert is extremely detailed.
They must document not only what evidence was gathered, but how it was gathered and with which tools.
Document as much information about the security incident as possible. These best practices provide an audit trail for the information collection process.
The following, at a minimum, should be documented if illegal activity is discovered:
Intial reason for accessing the computer or network
Time and date
Peripherals that are connected to the computer
All network connections
Physical area where the computer is located
Illegal material found
Illegal activity that you have witnessed (or you suspect has occurred)
Which procedures you have executed on the computer or network
Chain of Custody
For evidence to be admitted, it must be authenticated. A system administrator should be able to prove how this evidence was collected, where it has been physically stored,and who has had access to it between the time of collection and its entry into the court proceedings.
4.5 Call Center Technicians Task
It is a help desk system where customers call in and are placed on a callboard.
Available technicians take the customer calls.
All the computers in a call center have help desk software. The technicians use this software to manage many of their job functions.
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.Calls the customer back to ask any additional questions.
May use remote access software to access the customer’s computer to diagnose the problem and possibly to resolve the issue.
4.3.1 Time and Stress Management Technique
4.2.2 Displaying Professional Behavior with Customer
4.2.3 Keeping the Customer Focused on the Problem
4.2.4 Proper Netiquette
4.2.1 Determine Customer Problems
4.1.1 Communication Skill and the IT Professional
4.3.2 Service Level Agreements (SLA)
4.3.3 Business Policies
4.4.1 Ethical and Legal Considerations
4.4.2 Cyber Law
4.4.3 Legal Procedures Overview
4.5.1 A Call Center
4.5.2 Technicians Level
JOYCELYN ANG QIU YI(05DDT20F1029)