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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
Troubleshooting is as
much about communicating with
the customer
Learn to use good
communication skills
Communication Skills and Troubleshooting
uses good
communication skills will always be in demand in the jobs market
establish a good rapport with
the customer
enhance their creditability
with the customer
control their own reactions
and emotions
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
Relate
Understand
Handle customers with respect and prompt
attention
Do not minimize a customer’s problems
Do not use jargon, abbreviations, acronyms, and slang.
Do not use negative remarks about other technicians to the customer.
Recognizing these traits
Talkative Customer
Rude Customer
Angry Customer
Knowledgeable Customer
Inexperienced Customer
4.3 Explain Employee Best Practice
Workstation Ergonomics
Make sure that your desk layout works well.
Adjust your chair to a comfortable height.
Adjust your monitor to a
comfortable angle.
Time Management
Follow the business
policy of company
Keep a list of callback
customers
Do not give favorite customers faster or better service
Stress Management
Do not carry any
frustrations from one call to the next
Take a break and
try to relax
Some of the contents of an SLA
Response time guarantees
Equipment and software that is supported
Where service is provided
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
Arrive at your workstation on time and early
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.
Customer Satisfaction
Set and meet a reasonable timeline for the call
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
Computer Forensics
the collection and analysis of
data
a from computer systems, networks wireless
communications, and storage devices
Illegal computer or network usage
Identity theft
Using a computer to sell counterfeit goods
Using pirated software on a computer or network
Type of Data Collection
Persistent data
Volatile data
Cyber Law
is a term to describe the
international, regional, country, and state laws
that affect computer security professionals
the circumstances under
which data (evidence) can be collected from
computers, data storage devices, networks, and
wireless communications
Documentation
required by a system
administrator and a computer forensics expert
must document not only what evidence
was gathered, but how it was gathered and with which tools.
as much information about the
security incident as possible
Chain of Custody
A system administrator
should be able to prove how this evidence was collected
4.5 Call Center Technicians Task
A Call Center
is usually
very professional and fast-paced
desk system where
customers call in
Available technicians take the
customer calls
Each call center has business policies regarding call
priority
how calls can be named,
defined, and prioritized
Level One Technicians Responsibility
Gather pertinent information from the customer.
to accurately enter all information into the
ticket or work order
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