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Chapter 11: The IT Professional
11.0 The IT Professional
11.0.1 Introduction
11.0.1.1 Introduction
11.1 Communication Skills and the IT Professional
11.1.1 Communication Skills, Troubleshooting, and Professional Behavior
11.1.1.1 Relationship Between Communication Skills and Troubleshooting
11.1.1.2 Relationship Between Communication Skills and Professional Behavior
11.1.1.3 Worksheet - Technician Resources
11.1.2 Working with a Customer
11.1.2.1 Using Communication Skills to Determine Customer Problems
11.1.2.2 Displaying Professional Behavior with Customers
11.1.2.3 Activity - Putting a Customer on Hold
11.1.2.4 Activity – Transferring a Call
11.1.2.5 Keeping the Customer Focused on the Problem
11.1.2.6 Using Proper Netiquette
11.1.3 Employee Best Practices
11.1.3.1 Time and Stress Management Techniques
11.1.3.2 Observing Service Level Agreements
11.1.3.3 Following Business Policies
11.2 Ethical and Legal Issues in the IT Industry
11.2.1 Ethical and Legal Considerations
11.2.1.1 Ethical Considerations in IT
11.2.1.2 Legal Considerations in IT
11.2.2 Legal Procedures Overview
11.2.2.1 Computer Forensics
11.2.2.2 Cyber Law and First Response
11.2.2.3 Documentation and Chain of Custody
11.3 Call Center Technicians
11.3.1 Call Centers, Level One and Level Two Technicians
11.3.1.1 Call Centers
11.3.1.2 Level One Technician Responsibilities
11.3.1.3 Level Two Technician Responsibilities
11.4 The IT Professional
11.4.1 Summary
11.4.1.1 Summary
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