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 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.
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.
-The technician has access to several communication and research tools
Communication Skills and Professionalism
-A technician's professionalism and good communication skills will enhance their creditability with the customer
-Success technicians control their own reactions and emotions from one customer call to the next.
4.2 Practice Proper Attitude while working with customer
Determine customer problem
-First task of the technician is to determine the type of computer problem that the customer's experiencing.
-Three rules at the beginning of conversation:
1.Know,call your customer by name.
2.Relate,use brief communication to create a one-to-one connection between you and your customer.
3.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
-When dealing with customers, it is necessary to be professional in all aspects.
-Handle customer with respect and prompt attention. On a phone call know how to:
-Place customer on hold
-Transfer a customer without losing the call.
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 negative attitude or tone of voice
Proper Netiquette
For email and text communications ,there is a set of personal and business etiquette rules called Netiquette
Basic Netiquette
-Be pleasant and polite
-Begin each email, even within a thread ,with an appropriate greeting.
-Never send chain letters via email.
-Do not send or reply to flames
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
4.3 Explain Employee Best Practice
Time and Stress management technique
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
Time management
-Follow the business policy of a company
-Keep a list of callback customers.
-Do not give favorite customers faster or better service
Stress management
-Do not call any frustrations from one call to the next.
-Do some physical activity to relieve stress.
-Stand up and take a short walk
Service Level Agreements(SLA)
-When dealing with customers, it is important to adhere to that customer's service level agreements(SLA)
-An SLA is a contract that defines expectations between an organizations and the service vendor to provide an agreed-on level of support.
Some of the contents of an SLA usually include the following:
-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
Business policies
(Be aware of all business policies about customer calls)
Customer call rules
Most call centers have very specific rules on how to handle customers calls:
-Maximum time on call (example, 15 minutes)
-Maximum call time in queue (example ,3 minutes)
-Number of calls per day (minimum of 30)
Call Center Employee rules
There are also rules to cover general daily activities of employees:
-Arrive at your workstation on time and early enough to become prepared, usually about 15 to 20 minutes before the first call.
-Do not exceed the allowed number and length of breaks.
Customer Satisfaction
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.
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.
-Illegal computer or computer usage
-Depending on the country ,illegal computer or network usage may included Identity theft and using a computer to sell counterfeit goods.
Type of Data Collection
-Two basic types of data are collected when conducting computer forensics procedures:
~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
-Cyber Law is a term to describe the international, regional, country and state laws that effect 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
-The following at a minimum ,should be documented if illegal activity is discovered:
-Intial reason for accessing the computer or network
-Time and date
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
-A call center environment is usually very professional and fast-paced.
-It is help desk system where customers call in and are placed on a callboard.
-Available technicians take the customer calls.
Level one technicians responsibility
-Gather pertinent information from the customer.
-The technician has to accurately enter all information into ticket or work order
-Information checklist is Contact information and Priority of the problem.
-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 technicians prepares an escalated work order.