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Group 2 (Class Activity 9/5/2022) - Coggle Diagram
Group 2 (Class Activity 9/5/2022)
Question 10
Technicians level
Technicians level 1
Level 1 support is the first tier of support, usually provided by IT support personnel with the least experience, lower understanding of technical issues, and limited access to company information
entering a concise description of a customer problem into a ticketing system
remotely connecting to customer devices and implementing driver and software updates
calling back customers and asking additional questions to solve the problem
Conduct basic troubleshooting using questionnaires to find out the level of support needed
Attend to customer phone calls
Technicians level 2
These technicians may be known as product specialists or technical-support personnel. The level-two technician's responsibilities generally are the same from one call center to the next.
The level-two technician is usually more knowledgeable than the level-one technician about technology, or has been working for the company for a longer period of time
Escalate problems that require opening the computer case.
Escalate problems that require installing applications, operating systems, or drivers.
Escalate problems that will take a long time to walk a customer through, such as Configuration Memory Operating System (CMOS) changes.
Escalate "down" calls. The entire network is down, and a more experienced tech may be able to resolve the issue faster.
Question 11
A call center is a functional team within the service department that fields incoming and outgoing customer phone calls. They're operated by representatives who manage each call and keep track of open cases and transactions
Question 8
Explain Legal Procedures Overview
defines our rights and obligations as citizens. Its provides the means for enforcing those rights and obligations, fairly and effectively. It defines where, when, and how legal action is to be started, conducted, and carried to a conclusion.
Document as much information about the security incident as possible. These best practices provide an audit trail for the information collection process.
Question 7
Identify cyber law
a term to describe the international, regional, country and state laws that affect computer security professionals
Question 9
Classify Ethical and Legal Issues in the IT Industry
Ethical
B) Personal Privacy
A high priority issues for the IT
C) Copyright
A very powerful legal tool in protecting computer software
A) Access Right
IT facilitates the users having their own hardware, operating system and software tools to access the servers that are connected to each other
Legal
A) Online Privacy
Website owners need to be aware that any online presence may subject them to a variety of different federal and state rules
B) Sosial Media Law
Developing area of the law that includes both criminal and civil aspects
Question 4 Describe Service Level Agreements (SLA)
A service-level agreement is a commitment between a service provider and a client.
SLA is a contract that defines expectations between an organization and the service vendor to provide an agreed-on level of support.
Question 5 Describe business policies
Be aware of all business policies about customer calls.
Business policies are the guidelines developed by an organization to govern its actions.
Business policy also deals with acquisition of resources with which organizational goals can be achieved.
Question 6 Identify Ethical and Legal Considerations
b. Illegal computer and network usage
Accessing or attempting to access computer networks or computer systems that you do not have permission to use.
c. Type of Data Collections
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.
a. Computer forensic
Collection and analysis of data from computer systems, networks wireless communications, and storage devices as part of a criminal investigation.
Question1 describe communication skills and it professional
Communication skills are needed to speak appropriately with a wide variety of people whilst maintaining good eye contact, demonstrate a varied vocabulary and tailor your language to your audience, listen effectively, present your ideas appropriately, write clearly and concisely, and work well in a group.
Question2
Listening
Nonverbal Communication
Problem-solving skills
Open mindedness
Analytical skills
Question3
Time management is a way to find the time for all the things you want and need to do. It helps you decide which things are urgent and which can wait. Learning how to manage your time, activities, and commitments can be hard. But doing so can make your life easier, less stressful, and more meaningful.
Prioritize tasks
for example: Urgent, important, and not important
Control procrastination
for example: structure your time, break up large tasks, create short-term deadlines, and avoid perfectionism
Manage your commitments