Please enable JavaScript.
Coggle requires JavaScript to display documents.
Chapter 4 : IT PROFESSIONALISM AND ETHICS - Coggle Diagram
Chapter 4 : IT PROFESSIONALISM AND ETHICS
4.1.1 Communication Skill and the IT Professional
legal and ethical issues
4.1.2 Communication Skills, Troubleshooting
and Professional Behavior
Communication Skills and Troubleshooting
Communication Skills and
Professionalism
4.2 Practice Proper Attitude While Working with Customer
4.2.1 Determine Customer Problems
3 RULES
4.2.2 Displaying Professional Behavior with
Customer
4.2.3 Keeping the Customer Focused on the
Problem
4.2.4 Proper Netiquette
General rules.
4.3 Explain Employee Best Practice
4.3.1 Time and Stress Management Technique
Workstation Ergonomics
Time Management
Stress Management
4.3.2 Service Level Agreements (SLA)
An SLA s a contract that defines expectations
between an organization and the service vendor to
provide an agreed-on level of support.
4.3.3 Business Policies
Customer Call Rules
Call Center Employee Rules
Customer Satisfaction
4.4 Ethical and Legal Issues in the IT Industry
4.4.1 Ethical and Legal Considerations
Computer Forensics
Illegal computer or network usage
Type of Data Collection
Persistent data
Volatile data
4.4.2 Cyber Law
4.4.3 Legal Procedures Overview
Documentation
Chain of Custody
4.5 Call Center Technicians Task
4.5.1 A Call Center
-environment is usually
very professional and fast-paced.
4.5.2 Technicians Level
Level One Technicians Responsibility
Level Two Technicians Responsibility
4.5.3 Procedures as Call Center Technicians
