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IT Essentials 5.0 - The IT Professional

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IT Essentials 5.0 - The IT Professional

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1. Cyber Law

- let The Customer Finish Talking. - explain That You Will Have To Put The Customer On Hold And Why. - ask If It Is All Right To Put The Customer On Hold. - once Given Consent - Say You Will Give Them Just A Minute.Term Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.A Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To Management

2. First Response

Term Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.- let The Customer Finish Talking. - explain That You Will Have To Put The Customer On Hold And Why. - ask If It Is All Right To Put The Customer On Hold. - once Given Consent - Say You Will Give Them Just A Minute.- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To ManagementA Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.

3. Examples Of Customer Call Rules

- let The Customer Finish Talking. - explain That You Will Have To Put The Customer On Hold And Why. - ask If It Is All Right To Put The Customer On Hold. - once Given Consent - Say You Will Give Them Just A Minute.Term Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To ManagementA Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.

4. Do's: Putting A Customer On Hold

- let The Customer Finish Talking. - explain That You Will Have To Put The Customer On Hold And Why. - ask If It Is All Right To Put The Customer On Hold. - once Given Consent - Say You Will Give Them Just A Minute.- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To ManagementA Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.Term Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.

5. Description Of Call Centers

- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To ManagementTerm Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.- very Professional And Fast- paced - help Desk System - customers Call In And Are Placed On Call Boards - available Technicians Take Customer Calls - all Computers Have Help Desk Software - Which Manages Many Of Their Job Functions.A Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.

6. Down Calls

Term Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To ManagementA Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.Calls That Mean That A Server Is Not Working - And The Entire Office Or Company Is Waiting For The Problem To Be Resolved To Resume Business.

7. Knowledgeable Customer

A Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.Term Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To ManagementA Customer Who Wants To Speak With A Technician That Is Equally Experienced In Computers. This Type Of Customer Usually Tries To Control The Call And Does Not Want To Speak With A Level One Technician.

8. Angry Customer

- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To ManagementA Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.Term Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.Customer Who Talks Loudly And Often Tries To Speak When The Technician Is Talking. These Customers Are Usually Frustrated That They Have A Problem And Upset That They Have To Call Somebody To Fix It.

9. Ethical Considerations

Term Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.A Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.- respect Customers And Their Property Including Their Equipment And Data: - emails. - phone Lists. - records Or Data On The Computer. - copies Of Files - Information - Or Data Left On Desk. - obtain Customer's Permission Before Accessing Their Account. - do Not Divulge Customer Information - do Not Send Unsolicited Messages Or Mass Emails To Customers- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To Management

10. Level One Technician Responsibilities

A Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To ManagementTerm Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.Their Primary Responsibility Is To Gather Pertinent Information From The Customer. The Technician Has To Accurately Enter All Information Into The Ticket Or Work Order.

11. Customer Satisfaction

- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To ManagementA Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.Term Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.- set And Meet A Reasonable Timeline For The Call Or Appointment And Communicate This To The Customer. - communicate Service Expectations To The Customer As Early As Possible. - communicate The Repair Status With The Customer - Including Explanations For Any Delays. - offer Different Repair Or Replacement Options To The Customer - If Applicable. - give The Customer Proper Documentation On All Services Provided. - follow Up With The Customer At A Later Date To Verify Satisfaction.

12. Rules Of Conversation

Term Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To ManagementA Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.Know - Call The Customer By Name Relate - Use Brief Communication To Create A One-on-one Conversation Understand - Determine What Your Customer Knows About The Computer

13. Persistent Data

Term Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.A Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To ManagementData Stored On A Local Drive - Such As An Internal Or External Hard Drive - Or An Optical Drive. When The Computer Is Turned Off - This Data Is Preserved.

14. Inexperience Customer

Term Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.A Customer Who Has Difficulty Describing The Problem. These Customers Are Usually Not Able To Follow Directions Correctly And Not Able To Communicate The Errors That They Encounter.- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To ManagementA Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.

15. Chain Of Custody

Term Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.The Process In Which The Administrator Must Also Be Able To Prove How This Evidence Was Collected - Where It Has Been Physically Stored - And Who Has Had Access To It Between The Time Of Collection And Its Entry Into The Court Proceedings.- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To ManagementA Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.

16. How Not To Communicate With A Customer

A Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.- do Not Minimize A Customer's Problems. - do Not Use Jargon - Abbreviations - Acronyms - And Slang. - do Not Use A Negative Attitude Or Tone Of Voice. - do Not Argue With Customers Or Becoming Defensive. - do Not Say Culturally Insensitive Remarks. - do Not Be Judgmental Or Insulting Or Call The Customer Names. - avoid Distractions And Do Not Interrupt When Talking With Customers. - do Not Take Personal Calls When Talking With Customers. - do Not Talk To Co-workers About Unrelated Subjects When Talking With The Customer. - avoid Unnecessary Holds And Abrupt Holds. - do Not Transfer A Call Without Explaining The Purpose Of The Transfer And Getting Customer Consent. - do Not Use Negative Remarks About Other Technicians To The Customer.- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To ManagementTerm Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.

17. Documentation Procedures

- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To ManagementA Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.Term Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.- 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

18. Talkative Customer

A Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.A Customer Who Discusses Everything Except The Problem. The Customer Often Uses The Call As An Opportunity To Socialize. It Can Be Difficult To Get A Talkative Customer To Focus On The Problem.Term Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To Management

19. Rude Customer

- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To ManagementA Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.Term Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.A Customer Who Complains During The Call And Often Makes Negative Comments About The Product - The Service - And The Technician. This Type Of Customer Is Sometimes Abusive And Uncooperative And Gets Aggravated Very Easily.

20. Computer Forensics

A Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.Term Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.The Collection And Analysis Of Data From Computer Systems - Networks - Wireless Communications - And Storage Devices In The Course Of A Criminal Investigation.- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To Management

21. Don't's: Putting A Customer On Hold

- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To ManagementA Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.- interrupt. - abruptly Put The Customer On Hold. - put On Hold Without An Explanation Or Customer's Consent.Term Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.

22. Time Management

Term Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.- make Sure That You Carefully Follow The Business Policy Of Your Company. - if You Have To Call A Customer Back - Make Sure That You Do It As Close To The Callback Time As Possible.- keep A List Of Callback Customers And Check Them Off One At A Time As You Complete These Calls.- when Working With Many Customers - Do Not Give Favorite Customers Faster Or Better Service.- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To ManagementA Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.

23. Level Two Technician Responsibilties

A Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To ManagementThese Technicians Are Usually More Knowledgeable Than The Level One Technician About Technology Or Has Been Working For The Company For A Longer Period Of Time. When A Problem Cannot Be Resolved Within A Predetermined Amount Of Time - The Level One Technician Prepares An Escalated Work Order. These Technicians Can Also Use Remote Access Software To Connect To 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.Term Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.

24. Legal Considerations

A Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.- it Is Not Permissible To Make Any Changes To System Software Or Hardware Configurations - it Is Not Permissible To Access A Customer's Or Co- worker's Accounts - Private Files - Or Email Messages Without Permission. - it Is Not Permissible To Install - Copy - Or Share Digital Content In Violation Of Copyright And Software Agreements Or The Applicable Law. - it Is Not Permissible To Use A Customer's Company It Resources For Commercial Purposes. - it Is Not Permissible To Make A Customer's It Resources Available To Unauthorized Users.- it Is Not Permissible To Knowingly Use A Customer's Company Resources For Illegal Activities. - it Is Not Permissible To Share Sensitive Customer Information.Term Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To Management

25. Workstation Ergonomics

Term Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.- make Sure Your Desk Layout Works Well.- have Your Headset And Phone In A Position That Is Easy To Reach And Use.- adjust Your Chair To A Comfortable Height.- adjust Your Monitor To A Comfortable Angle.- place Your Keyboard And Mouse In A Comfortable Position.- minimize External Distractions Such As Noise.A Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To Management

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25 Questions

❤ If you liked Fatskills, consider supporting us by checking out The Life Manuals You Never Got.

About | Explore | User Guide | Topics | Subjects | Doubt Solver | Career Aptitude Test | Answers | Free Tools | OSHA Basics Quiz | What Should We Know? Privacy | Terms |

Without work one finishes nothing. - Ralph Waldo Emerson© 2026 Fatskills.com

All trademarks, logos and brand names are the property of their respective owners. All company, product and service names used in this website are for identification purposes only. Use of these names, trademarks and brands does not imply endorsement.

About | Explore | User Guide | Topics | Subjects | Doubt Solver | Career Aptitude Test | Answers | Free Tools | OSHA Basics Quiz | What Should We Know?
Privacy | Terms |

Without work one finishes nothing. - Ralph Waldo Emerson
© 2026 Fatskills.com