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CHAPTER 4 IT PROFESSIONALISM AND ETHICS - Coggle Diagram
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.
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.
Technician Resources: personal experience, scripts, websites, search engines etc.
4.2 Practice Proper Attitude While Working with Customer
Three rules at the beginning of conversation: know, relate and understand.
The technician should: practice active listening skills, do not interrupt the customer, Ask some follow-up questions, if needed and etc.
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.
Convey an interest in helping the customer.
The following is a list of behaviors to avoid when communicating with a customer :
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.
Recognizing these traits will help them to
manage the call accordingly.
Talkative customer
Rude customer
Angry customer
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
Time and Stress Management Technique:
Workstation Ergonomics
Time Management
Stress Management
Some of the contents of an SLA usually include
the following:
Response time guarantees
Equipment and software that is supported
Where service is provided
Preventive maintenance
Customer Call Rules:
Maximum time on call (example: 15 minutes)
Maximum call time in queue (example: 3 minutes)
Number of calls per day (example: minimum of 30)
Call Center Employee Rules:
Do not exceed the allowed number and length of breaks.
Do not take a break or go to lunch if there is a call on the board.
Do not take a break or go to lunch at the same time as other technicians (stagger breaks among technicians).
The following rules should be followed by all employees to ensure customer satisfaction:
Set and meet a reasonable timeline for the call or
appointment and communicate this to the customer.
Communicate service expectations to the customer as early as possible.
Communicate the repair status with the customer,
including explanations for any delays.
4.4 Ethical and Legal Issues in the IT Industry
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 sell unauthorized copies of copyrighted materials
Type of Data Collection: persistent data and volatile data
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
4.5 Call Center Technicians Task
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.
