Chapter 11 - The IT Professional

Communication Troubleshooting
1. A technician’s good communication skills are an aid in the troubleshooting process.
  1. It takes time and experience to develop good communication skills and troubleshooting skills.
  2. As your hardware, software, and OS knowledge increases, your ability to quickly determine a problem and find a solution will improve.
Determine
1. Know
  1. call your costumer by name.
2. Relate
  1. brief communication to create one to one connection which is you and your costumer.
3. Understand
  1. knowledge the costumer about the computer to know how to communicate with the costumer.
Hold and Tranfer
1. Hold
  1. Explain why you putting hold on customer and get permission to hold
  2. Allow the cousterm to finish talking
2. Transfer
  1. Ask permission to tranfer
  2. explain why you transferring the phone
  3. Give the name , phone number and extenstion of the person to whom you tranferring the call
Types of Difficult customer
1. A talkactive
  1. Do
    1. Allow the customer to talk for one minute.
    2. Ask as many closed-ended questions as you need to once you have regained control of the call.
  2. Don't
    1. Encourage non-problem related conversation by asking social questions such as "How are you today?".
2. Rude
  1. Don't
    1. Be rude to the customer, even if they are rude to you
  2. Do
    1. Listen very carefully, as you do not want to ask the customer to repeat any information.
    2. Reiterate that you want to solve their problem as quickly as possible.
3. Knowledgeable
  1. Do
    1. Give the customer the overall approach to what you are trying to verify.
    2. If you are a level one technician, you might try to set up a conference call with a level two technician.
  2. Don't
    1. Follow a step-by-step process with this customer
    2. Ask to check the obvious, such as the power cord or the power switch. As an example, you could suggest a reboot instead.
4. Inexperienced
  1. Do
    1. Use a simple step-by-step process of instructions
    2. Speak in plain terms.
  2. Don't
    1. Use industry jargon
    2. be condescending to your customer or belittle them.
5. Angry
  1. Do
    1. Sympathize with the customer's problem
    2. Apologize for wait time or inconvenience.
  2. Don't
    1. If at all possible, try not to put this customer on hold or transfer the call.
Proper Netiquette
1. As a technician, you should be professional in all communications with customers.
  1. Respect other people’s time
  2. Share expert knowledge.
  3. Respect other people’s privacy.
  4. Be forgiving of other people’s mistakes.
Workstation ergonomics
1. The ergonomics of your work area can help you do your job or make it more difficult. Because you spend a major portion of your day at your workstation, make sure that the desk layout works well.
Service level agreement (SLA)
1. An SLA is typically a legal agreement that contains the responsibilities and liabilities of all parties involved.
  1. Response time guarantees (often based on type of call and level of service agreement)
  2. Equipment and software that is supported
  3. Where service is provided
  4. Preventive maintenance
  5. Diagnostics and Part availability (equivalent parts)
  6. Cost and penalties
Business Polices
1. As a technician, you should be aware of all business policies related to customer calls.
  1. Customer Call Rules
    1. Maximum time on call (example: 15 minutes)
    2. Passing calls on to other technicians (example: only when absolutely necessary and not without that technician’s permission)
    3. Number of calls per day (example: minimum of 30)
  2. Call Center Employee Rules
    1. Do not exceed the allowed number and length of breaks.
    2. Arrive at your workstation on time and early enough to become prepared, usually about 15 to 20 minutes before the first call.
    3. Make sure that another technician is available if you have to leave.
Ethics and Legal consideration
1. When you are working with customers and their equipment, there are some general ethical customs and legal rules that you should observe.
2. You should always have respect for your customers, as well as for their property.
  1. Computers and monitors are property, but property also includes any information or data that might be accessible, for example:
    1. Emails
    2. Phone lists
    3. Records or data on the computer
    4. Hard copies of files, information, or data left on a desk
Legal procedures overview
1. Data from computer systems, networks, wireless communications, and storage devices may need to be collected and analyzed in the course of a criminal investigation
2. Two basic types of data are collected when conducting computer forensics procedures: persistent data and volatile data.
  1. Persistent data
    1. Persistent data is stored on a local drive
  2. Volatile data
    1. RAM, cache, and registries contain volatile data.
Cyber law
1. Cyber law is a term to describe the international, regional, country, and state laws that affect computer security professionals.
2. Cyber laws explain the circumstances under which data (evidence) can be collected from computers, data storage devices, networks, and wireless communications.
3. cyber law has three primary elements
  1. Wiretap Act
  2. Pen/Trap and Trace Statute
  3. Stored Electronic Communication Act
Documentation and chain of custody
1. The documentation required by a system administrator and a computer forensics expert is extremely detailed.
2. They gather evidences however they also have to record the tool that they have use to find out the evidences.
3. If you discover illegal activity on a computer or network on which you are working, at a minimum, document the following:
  1. nitial reason for accessing the computer or network
  2. Time and date
  3. Peripherals that are connected to the computer
  4. Illegal material that you have found
A call center
1. A call center environment is usually very professional and fast-paced. Customers call in to receive help for a specific computer-related problem.
Level one and level two technician responsibilities
1. Level one
  1. the level one technician’s responsibilities are fairly similar from one call center to the next.
  2. The primary responsibility of a level one technician is to gather pertinent information from the customer.
  3. Some problems are very simple to resolve, and a level one technician can usually take care of these without escalating the work order to a level two technician.
2. Level Two
  1. The level two technician’s responsibilities are generally the same from one call center to the next.
  2. The level two technician receives the escalated work order with the description of the problem and then calls the customer back to ask any additional questions and resolve the problem.
  3. the customer’s computer to update drivers and software, access the operating system, check the BIOS, and gather other diagnostic information to solve the problem.

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Chapter 11 - The IT Professional

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