When you are talking to a
customer on phone it is very
important to communicate well
and represent yourself
professionally. If you are with a
customer in person, make sure
you use your body language.
Determine the
problem
• Know
You should always call your
customer with their name.
When the customer is explaining
you should say small word like-:
Okay, Yes, I see, etc. This will let
the customers know that you
listening.
• Relate
Use short communication to
make a one and one
connection between you and
your customers
A technician should never interrupt
when customers is asking
questions as it will be rude and
disrespectful.
• Understand
Know how good the
customer is with the
computer knowedge.
After when the costumer has finished telling their
promble, always clarify what the customer has just said
this will let them know that you have listen and understood
the problem.
Ethics and Legal consideration
Ethic
You should observe some general
ethic groups and legal rules
You should always obey customers and thier
properties like email, phone list, records or data
on the computer.
First let the customer know before accessing
account and administerator account
Legal
YOU SHOULD NOT DO WITHOUT THE
CUSTOMER'S PERMISSION
Never make changes to customer's system software or
hardware configuration. Never access a customer's or
co-worker's account, Never use customer's company IT resouces
for commerical purpose,
Leagal proceduredes overview
Data from computer sysem, network, wireless
communication and storage devices need to be
collected and analyzed for criminal investigation
The collection and analysis of data for this purpose is called
computer forensics it encompasses both IT and specifics laws
to make sure data is admissible
Persistent data- Data that are persistent stored in internal,
external or optical drive. Even if the compter is turned off the data
will not be deleted.
Volatilel data-vRAM, cache, registries and CPU has volatilel
data. You should know how to save data beacuse ithe data
will delete d as soon as you turn off the computer.
Cyber law
Computer security professionals is affected by cyberl law. To
collect data from computer, data storage dvices, networks and
wireless communication, cyber law expains the circumtances
Documenting
You should gather the evidence and how it was gathered and
what tools was used to document.
Document all the work you have
done.
Chain of Custody
To admit the evidence, it must be authenticated. The person has to prove how the evidence
was collected, where it has been stored and who has accessed it between the time of
collection and entry to the court.
This is known as Chain of Custody
Persistent data
Persistent data is stored on a local drive,
such as an internal or external hard drive, or
an optical drive. When the computer is
turned off, this data is preserved.
Volatile data
It is important to know how to capture this data,
because it disappears as soon as the computer is
turned off.
Call Center
If the level one technician cannot solve
the problem, it is escalated to a level two
technician.
Depending on the country, illegal computer
or network usage may include: