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CHAPTER 4 IT PROFESSIONALISM AND ETHICS, 4.1.1 Communication Skill and…

- - - - Time Management:
        
        Follow the business policy of company.
        Keep a list of callback customers.
        Do not give favorite customers faster or better service.
        When reviewing the call boards, do not take only the easy customer calls.
    - -  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.
         A legal agreement that contains the responsibilities and liabilities of all parties
        involved.
        
         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
         Diagnostics
         Part availability (equivalent parts)
         Cost and penalties
- - - - 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 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.
         IT professionals should be aware of the cyber laws in their country, region, or state.
- - - -  It is a help desk system where
        customers call in and are placed on a callboard.
        
         Available technicians take the customer calls
        
         All the computers in a call center have
        help desk software. The technicians use this software to manage many of
        their job functions.
        
        4.5.2 Technicians Level
        
        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.
- - - - 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.
         After the customer has explained the problem,
        clarify what the customer has said.
         Ask some follow-up questions, if needed.
         Use all of the information to complete the work order.
    - - 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.