1. Chapter 13 The IT Professional
PC Support & Repair
Chapter 13
The IT Professional
9 days including study guide and test

2. Objectives
After completing this chapter, you will meet these objectives:
Explain

3. Communication skills & the IT professional
13.1

4. Communication Need good communication skills
A knowledgeable technician who uses good communication skills will always be in demand in the job market
Learn details
Establish a good rapport with customer
They will be more relaxed
Body language, tone & reflection important
Control your emotions
A good rule for all technicians to follow is that a new customer call means a fresh start. Never carry your frustration from one call to the next

5. Determine Customer Problems
Know - Call your customer by name
Relate - Create a one-to-one connection between you and your customer
Understand - Determine the customer’s level of knowledge about the computer to determine how to best communicate with the customer
Active listening skills
Acknowledge them (ok, I understand, etc.)
Do not interrupt them
After they’re done, summarize what you heard
Ask follow-up questions
Let me see if I understand what you have told me.

6. Professional Behavior
Respect, prompt attention, be positive, focus on what you CAN do

7. Activity

8. Keep Customer Focused
Stay calm, do not take comments personally

9. Proper Netiquette

10. Time & Stress Management
Ergonomics
Chair height, screen at comfortable angle, keyboard/mouse position
Time Management
Take “down” calls first
Call customer back on time; check off list
Do not cherry pick easy calls or favorite customers
Stress Management
Compose yourself between calls
Don’t carry frustrations to next call
Stand up, stretch, take short walk, stress ball, eat snack

11. Observe SLA Follow the customer’s contract Exceptions Response time
Equipment/software supported
Where service is provided
Cost and penalties
Time of service availability
Exceptions
Long time customer gets escalated and management gives something to them

12. Follow Business Policies
Max time on calls
Max time in queue or on hold
Number of calls per day
Passing calls to other techs
What you can/cannot promise
When to follow SLA or escalate
Follow workplace policies (breaks, computer use, personal calls/ s, etc.)

13. Customer Service Set and meet a reasonable timeline for calls/repairs
Communicate repair status
Offer different repair or replacement options
Provide customer documentation
Follow up with customer

14. Ethical & legal issues
13.2

15. Ethical Considerations
Respect customer’s property, privacy and data
Don’t access or copy their stuff
Get permission to access stuff or accounts
Keep confidential info private; unethical & illegal
Keep PII (Personally Identifiable Information) private
Don’t send unsolicited or mass s to customers
You may be accessing private info or getting admin usernames/passwords

16. Legal Considerations Do not make changes without permission
Do not access private files or s without permission
Do not install, copy or share content in violation of copyright laws
Do not use customer’s IT resources for commercial purposes
Do not allow unauthorized user access to customer IT resources
Do not use customer resources for illegal activities
Do not share sensitive info

17. Licensing Personal license Enterprise license
For single user
EULA specifies copies, how many installs, etc,
Enterprise license
Site license
Digital Right Management (DRM)
Prevents copyrighted material from being copied
You may encounter a customer using illegal software

18. Computer Forensics Types of data collected: Persistent data
Data stored on the drive you can’t lose
Volatile data
Data that disappears when you turn device off
RAM, cache contents

19. First Response As a tech, you may discover the crime
DO NOT turn off the computer
Know who to call
Know what to do and what to NOT do

20. Documentation While working on PC, if you discover illegal stuff:
Initial reason for accessing the computer or network
Time and date
Peripherals that are connected to the computer
All network connections
Physical area where the computer is located
Illegal material that you have found
Illegal activity that you have witnessed (or you suspect has occurred)
Which procedures you have executed on the computer or network

21. Chain of Custody Court wants to know: Prevents evidence tampering
How this evidence was collected
Where it has been physically stored
Who has had access to it between the time of collection and its entry into the court proceedings
Prevents evidence tampering

22. Call center technicians
13.3

23. Call Center Setup
Have support software to do following:

24. Level 1 Tech Gather pertinent info to put on ticket
Take care of simple problems
Take detailed info in case have to escalate

25. Level 2 Tech
More knowledgeable than level 1
May use remote access

26. Chapter 13 The IT Professional
PC Support & Repair
Chapter 13
The IT Professional
9 days including study guide and test