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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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