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CHAPTER 4 IT PROFESSIONALISM AND ETHICS - Coggle Diagram
CHAPTER 4 IT PROFESSIONALISM AND ETHICS
4.1 Explain IT Professional
IT professional must be familiar with the legal and ethical issues that are inherent in this industry.
especially communicating with
the customer as it is
about knowing how to
fix a computer
A knowledgeable technician who uses good communication skills will always be in demand in the jobs market. It quickly determine a problem and find a solution
Technician resources can be used to help gather information for the troubleshooting process
Successful technicians professionalism and good communication skills will enhance their creditability with the customer.
4.2 Practice Proper Attitude While Working with Customer
Three rules at the beginning of conversation are know, relate and understand
The technician must be professional in all aspects when dealing with customers
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.
Recognizing these traits will help them to manage the call accordingly.
Talkative Customer
Rude Customer
Angry Customer
Knowledgeable Customer
Inexperienced 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
choose the best workstation that comfortable for you to do your work
Time management
Give the best service to customer
Be profesional when talk to customer so customer trust with our service
Do not take the call of another technician, without permission
Stress management
Do some activity that make you happy so you can relieve stress
Take a break and get fresh environment
listen the soothing sounds
When dealing with
customers, it is important to
adhere to that customer's service level agreement (SLA).
An SLA is a contract that
defines expectations between an organization
and the service vendor to provide an agreed-on level of support.
Be aware of all business policies about customer calls.
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.
Illegal computer or network usage
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.
4.5 Call Center Technicians Task
A call center environment is usually
very professional and fast-paced.
It is a help desk system where customers call in and are placed on a callboard.
Each call center has business policies regarding call priority.
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.