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CHAPTER 4 IT PROFESSIONALISM AND ETHICS - Coggle Diagram
CHAPTER 4
IT PROFESSIONALISM AND ETHICS
4.4 Ethical and Legal Issues in the IT Industry
4.4.2 Cyber Law
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.
4.4.3 Legal Procedures Overview
Documentation
The documentation required by a system administrator and a computer forensics expert is extremely detailed.
They must document not only what evidence was gathered, but how it was gathered and with which tools.
The following, at a minimum, should be documented if illegal activity is discovered:
Time and date
Peripherals that are connected to the computer
Intial reason for accessing the computer or network
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.
4.4.1 Ethical and Legal Considerations
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
Depending on the country, illegal computer or network usage may include:
Using a computer to sell counterfeit goods
Using pirated software on a computer or network
Identity theft
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.
4.1 Explain IT Professional
4.1.1 Communication Skill and the IT Professional
Communication skills allow you to understand and be understood by others. These can include but are not limited to effectively communicating ideas to others, actively listening in conversations, giving and receiving critical feedback and public speaking.
IT professional must be familiar with the legal and ethical issues
that are inherent in this industry.
Learn to use good communication skills as confidently as you use a screwdriver.
4.1.2 Communication Skills, Troubleshooting and Professional Behavior
Communication Skills and Troubleshooting
Good communication skills enhance a technician's troubleshooting skills. Both of these skill sets take time and experience to develop. As your hardware, software, and operating system knowledge increases, your ability to quickly determine a problem and find a solution will improve.
A technician should establish a good rapport with the customer since a relaxed customer is better able to explain the details of the problem.
Communication Skills and Professionalism
The term professional communication refers to the various forms of speaking, listening, writing, and responding carried out both in and beyond the workplace, whether in person or electronically.
A technician’s professionalism and good communication skills will enhance their creditability with the customer
By mastering professional communication, the potential for misunderstandings occurring can be minimised. When you work in a team, you need to be able to regularly communicate with others. You need to listen to other people's ideas, whilst being able to clearly and effectively communicate your own.
4.2 Practice Proper Attitude While Working with Customer
4.2.2 Displaying Professional Behavior with Customer
When dealing with customers, it is necessary to be professional in all aspects. Handle customers with respect and prompt attention.
4.2.3 Keeping the Customer Focused on the Problem
Recognizing these traits will help them to
manage the call accordingly:
Angry Customer
Talks loudly, tries to speak when the technician is talking, is usually frustrated and upset that they have to call somebody to fix the problem.
Knowledgeable Customer
A knowledgeable customer wants to speak with a technician that is equally experienced in
computers and usually tries to control the call.
Rude Customer
Complains during the call, makes negative
comments, may be abusive and uncooperative, and may be easily aggravated.
Inexperienced Customer
An inexperienced customer has difficulty describing the problem and may not able to follow directions correctly.
Talkative Customer
A talkative customer discusses everything except the problem and uses the call to socialize
4.2.1 Determine Customer Problems
Know
- Call your customer by name.
Relate
- Use brief communication to create a one-to-one connection between you and your customer.
Understand
- Determine the customer’s level of knowledge about the computer to know how to effectively communicate with the customer.
4.2.4 Proper Netiquette
For email and text communications, there is a set of personal and business etiquette rules called Netiquette.
General rules that apply to all online interactions with customers and co-workers:
Share expert knowledge.
Respect other people’s privacy.
Respect other people’s time.
Be forgiving of other people’s mistakes.
4.5 Call Center Technicians Task
4.5.1 A Call Center
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.
Available technicians take the
customer calls.
Available technicians take the
customer calls use this software to manage many of their job functions.
Each call center has business policies regarding call priority. A sample chart of how calls can be named, defined, and prioritized.
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
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.
4.3 Explain Employee Best Practice
4.3.2 Service Level Agreements (SLA)
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.
4.3.3 Business Policies
Call Center Employee Rules
There are also rules to cover general daily activities of employees:
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.
Arrive at your workstation on time and early enough to become prepared, usually about 15 to 20 minutes before the first call.
Customer Satisfaction
The following rules should be followed by all employees to ensure customer satisfaction:
Communicate service expectations to the customer as early as possible.
Communicate the repair status with the customer, including explanations for any delays.
Set and meet a reasonable timeline for the call or appointment and communicate this to the customer.
Customer Call Rules
Most call centers have very specific rules on how to handle customer calls:
Maximum time on call (example: 15 minutes)
Maximum call time in queue (example: 3 minutes)
Number of calls per day (example: minimum of 30)
4.3.1 Time and Stress Management Technique
Time Management
is the process of organizing and planning how to divide your time between specific activities. Good time management enables you to work smarter not harder. So that you get more done in less time, even when time is tight and pressures are high.
Stress Management
Effective stress management helps you break the hold stress has on your life, so you can be happier, healthier, and more productive. The ultimate goal is a balanced life, with time for work, relationships, relaxation, and fun
Workstation Ergonomics
is the process or science of designing a workplace or workstation with the employees needs in mind. Workplace ergonomics take into consideration the design of the overall workplace and working environment, while workstation ergonomics takes into consideration the individual needs of each worker.