The IT Professional

groche
Mind Map by groche, updated more than 1 year ago
groche
Created by groche over 6 years ago
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Description

Cisco IIT essentials (Chapter 11 - The IT Professional) Mind Map on The IT Professional, created by groche on 02/12/2014.

Resource summary

The IT Professional
1 Communication skills and troubleshooting
2 Determine the problem
2.1 Know
2.2 Relate
2.3 Understand
3 Holds and transfers
4 Types of difficult customers
4.1 Talkative
4.2 Rude
4.3 angry
4.4 knowledgeable
4.5 inexperienced
5 Proper netiquette
6 workstation ergonomics
7 Service Level Agreement
8 business policies
9 ethics and legal considerations
10 legal procedures overview
11 cyber law
12 documentation and chain of custody
13 a call center
14 level one technician
15 level two technician
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