hello my name is Jason Johnson and thank you for watching I hope you find my
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those videos if you have any questions or feedback you can leave a comment
below and I'll answer as quick as possible this video is going to be the
netacad cisco netacad IT essentials chapter 13 the IT professional so let's
take a look here with chapter 13 is going to cover communication skills in
the IT professional ethical and legal issues in the IT industry call center
technicians and then we'll have a chapter summary so communication skills
in the IT professional one of the skills that you're going to need as an IT
professional is communication skills and good communication skills not just
communication skills but good communication skills one of the things
that I hear from people in the industry that are hiring is that they want what
we call quote unquote soft skills they want they know that they can train the
extra of whatever needs to be learned from an IT professional because you know
IT professionals are smart they can learn they know they can teach that what
they don't want to have to spend a lot of time doing is teaching soft skills so
if you can perfect your or not perfect but let's just say that if you can have
good soft skills you're going to put yourself above other people in the
industry so you want to make sure that you have good communication skills you
want to establish good listening to your customer to understand what the problem
is you want to speak directly with the customer don't talk down to the customer
you want to gather information from the customer don't make the customer think
that if their fault that anything happened you just you're just your
fact-finding at this point you want to present yourself professionally you want
to keep your own emotions in check you remember it's you know the user is going
to be upset their system is down things aren't working like they're supposed to
don't take it personally to keep your calm all you're there to do is
investigate and find out what the problem is so that you can fix it now
next what we want to do is determine the customers problem you want to listen
actively to the customer to see what's going on they're not always going to
tell you hey my IP is not connecting or my network cable is become unplugged or
my email is not connecting you know I've got I've
got a virus the customer's not going to know that they're just going to describe
the problems and you have to investigate and problem-solve so you don't want to
interrupt the customer as they're talking don't think that you know the
solution before you heard the customer out because sometimes the customer just
wants to talk and tell you what's frustrating them so that they can get
the information out so listen completely to their problems you want to understand
the problem have some empathy for them ask to clarify as necessary if you don't
understand what they're trying to explain just say I'm not understanding
what you're saying could you could you explain a little bit further what's
happening you want to display professional behavior you want to treat
the customer with respect and prompt attention you want to know the proper
procedure to put a customer on hold or transfer a call you want to be careful
about putting customers on hold because that can be frustrating to an end user
and as as far as transferring as well you want to make sure that that call
gets transferred through one of the things that that's very irritating in in
the support industry is when somebody says okay well I need to transfer you
somewhere and they just transfer you and then your call doesn't go through you
want to make sure that that call does get connected to the other end and then
you also want to explain how you're going to assist the customer you want to
stay focused you want to keep the communications focus on the customer
issues you want to understand how to deal with different customer types and
then you want to execute proper netiquette or have proper netiquette you
want to practice good netiquette when communicating online with the customer
you don't want to use smiley faces you don't want to use frowning face you
don't use emoticons you know spell out your emails or your chat or your other
communications and proper English or improper language whatever language
you're using you want to do that properly so that it's a what we call
netiquette and I'm not going to go into details on what netiquette is here but
you can research that but you want to maintain proper netiquette you want to
have good time and stress management you want to prioritize your activities by
following business policy you want to compose yourself between customer calls
sometimes you might need to get up for a few seconds and I take a take a deep
breath a customer may be angry and they're taking their anger out on you
even though you had nothing to do with it you just have to stay calm stay
collected and then get back to your next call you want to adjust your workstation
to help you do your job make sure things are within reach you want to observe
service level agreements so SLA define an agreement between interested parties
and so let's say that you're working for a company that provides service to
another company and there might be a service level agreement or an SLA that
says a phone call has to be answered within a certain amount of time that you
can't put a customer on hold that you can't put a customer into voicemail that
you know call resolution has to be done within 15 minutes I'm just using those
four examples those could be in an SLA so when dealing with customers you want
to make sure that you observe the content of the SLA and that you're
abiding by that and then you want to make sure that management determines the
exceptions to the SLA so that you make sure that you're checking with your
management if there are things that are going to go outside that service level
agreement you want to follow follow good business policies you want to handle
customer calls promptly the according to the call center activities and you want
to ensure good customer satisfaction okay so let's take a look at epical and
legal issues in the IT industry one of the things that's going to happen if
you're working in IT you are potentially going to see information that could get
you into legal trouble if you if you put it outside the company also there's
ethical issues on there so at the ethics and legal or two different things those
are two different standards so you have ethical standards and you have legal
standards and so you want to respect your customers their equipment and their
intellectual property you want to have some legal considerations for example
don't make any changes to the software or hardware configuration without
permission of the customer do not access customer user accounts without their
permission you don't want to violate any type of copyright laws with the customer
and you do not want to use the customer's IT resources without
permission now when it comes to licensing personal licenses the program
usually runs only on one machine if you have a personal license that you can run
on one machine an enterprise license means that you can pay for employees use
the software open source licensing means that the that allows developers to
modify and share the code commercial licensing means that the that allows the
licensee to make money from the software and then digital rights management or
DRM means that the software is designed to prevent illegal access to digital
content and devices or illegal copying so you want to make sure that you're
abiding by the licensing with the software you don't want to install
software that take some enterprise license or let's
say that you get a license to install it on five computers and you go ahead and
put it on 10 computers you don't want to do that even if the customer asked you
to do that that's an ethical line at that point in a legal issue for you so
you want to make sure that you are abiding by those by those standards now
on computer forensics the collection of information is important so when you
collect and analyze data from computers and related devices there's two types of
data collected persistent data it's usually stored on a drive or preserved
when a computers turned off volatile data is lost when the computers
turned off and that could be such as in RAM so you want to make sure you collect
that data before you turn a computer off that includes a transit and data that's
temporarily stored in RAM and cache and registries you want to make sure that
you retrieve that information or copy that information down before you turn a
computer off now cyber law and first response depending upon the country that
you work in IT professionals must understand the responsibility and
liability relating to cyber crimes in their country their regions in their
states you need to know your company's policy regarding cyber crimes and you
need to understand how to preserve evidence if illegal activity is
discovered so for example if you find that someone has copied the illegal
information onto your system and I've worked at a company where that's
happened before we found illegal activity happening on our servers from
from a user and immediately what we did is we didn't delete anything we just
went to human resources in the legal department and made sure that we were
covering everything that we were supposed to before we deleted anything
or copied anything or before action was taken you want to document and have a
chain of custody you always want to document the work that was performed you
want to have a chain of custody that shows how the evidence was collected who
has access to the evidence and where it was stored that's going to be important
if there's any type of illegal proceedings you want to have that chain
of custody now with call center technicians call centers have different
levels level one technicians and level two technicians or what we're going to
take a look at here level one technicians at call centers their call
centers are busy and fast pace they possibly operate 24/7 24 hours a day
seven days a week they could be internal to a company or they could be a service
to an outside customer so you could have a company that's servicing another
company using a call policies the regarding all call priority
needs to be set and need to be here to use this sub call centers use support
software to manage the job functions and technicians with different experience
levels are employed so the first level people first level technicians receive
the first call they identify what's going on and they may have to escalate
it to a level two technician call priority ssin could be this is this is a
potential a down would be a level one priority which means it's the most
urgent so if somebody's down can't work if there's a hardware issue that might
be a level two or priority to software it could be a priority two and then
maybe an enhancement or an upgrade request might be a priority three so you
just need to make sure that those are in place and that you understand those at a
call center for different priority levels now level technical Evelynn
technicians they gather pertinent information from the customer name
location phone number all the details of what's happening they resolve simple
issues maybe a password just need to be reset maybe somebody just locked out and
they've typed their password in too many times they can set things like that and
in the work order it's created and then the questions that the level one
technician should ask the customer those are set by the customer service center
so that if it gets to a certain point where the level one realizes they can't
not handle that issue then it gets out escalated on up level two technicians
probably have some type of remote software capability to assist the solve
the assist with and solve the customer issues they can call the customer back
to ask additional questions and they usually have more knowledge about the
technology and they deal with escalated workers okay so we have taken a look in
this chapter we have looked at how to become a successful technician you need
to have good communication skills you need to conduct your business in a
professional and ethical and legal manner you want to practice good
netiquette you want to comply with SLA s we're going to follow business policies
you want to have good time management you want to familiarize yourself with
cyber walls and you want to know your responsibility in the fight against
cyber crimes okay so this has been chapter thirteen IT professional I hope
this video was helpful and I hope you have a great day