chapter 4.2

Give an example of unprofessional behaviors of an IT professional inside a company.

•     Being excellent in communication

    

• Displaying a positive attitude

•   Ensuring a great appearance and knowledge

• Making judgment based on partial knowledge.

Identify the benefit of avoiding sarcasm when dealing with customers

• To make the client understand the core business of company.

• To ensure the client feels free to give ideas to the engineer during problem solving.

• To ensure the client will not misinterpret the meaning of the solution given by the engineer.

• To make sure the client feeling love to the engineer as of the engineer could communicate politely

Select the MOST SUITABLE statements for how IT Professional should manage his/her time.

                                 i.            Make an efficient plan

                               ii.            Set priorities and get organized.

                             iii.            Do not rush through a job towards the last minute.

                             iv.            Use time according to preference.

•    i, ii, iii

•     i, ii, iv

•    i, iii, iv

• ii, iii, iv

Identify impacts of stress in a working environment.

                                 i.            Stress will affect work performance

                               ii.            Stress will blend into personal life

                             iii.            Stress will increase the productivity of a company

                             iv.            Stress will cause billions of dollars in annual losses of a company.

•    i, ii, iii

• i, ii, iv  

• i, iii, iv

   

• ii, iii, iv

A technician is troubleshooting a PC in a workplace environment and finds many pirates movies on its hard drive. Choose actions that can be taken by the technician.

•   Report the findings through a proper channel

• Remove the pirated content and document all work done

• Make a copy of all the pirated content and send it to law enforcement authorities.

• Advise the user that downloading pirated content is illegal and that the user should refrain from doing that.

A customer is angry and calls to complain that the service scheduled on a computer took longer than expected. The technician reviews the work order and notices that the service was performed by a new employee. Choose actions that can be taken by the technician.

• Verify that the computer is working properly now

• Put the customer on hold until a supervisor is available

• Explain that the repair technician sent to perform the service is inexperienced

• Listen to the complaint and then apologize for any inconvenience caused by the lengthy service on the computer.

Define Service Level Agreement (SLA)

•   A contract between a service provider and its customers that documents what services the provider will furnish.

• A broader and more generalized form of an SLA. Both are different because an SLA is bidirectional and involves two teams.

• A written document on manual handling.

• A verbal document between a services provider and a customer on sales and purchase of the devices.

Choose the CORRECT action when the supervisor is very busy and ask you to log in into the Human Resource Server using her user-ID and password to retrieve some reports.

• She is your boss, so it does not matter to do this.

•   Ignore the request and hope he/she forgets.

• Accept the request and follow the policy.

• Decline the request and remind your supervisor that it is against the security policy.

Based on statement below, identify the level of technician at a call center.

·   Responsible for assisting tier 1 personnel in solving basic technical problem.

·   Review the work.

·   More experienced and knowledgeable 

 

 

• Level One Technician.

• Level Two Technician.

• Level Three Technician.

•   Expert Level.

When dealing with customers, it is necessary to be professional in all aspects. Handle customers with respect and prompt attention. Choose the CORRECT behavior when communicating with a customer.

• Avoid unnecessary and abrupt holds

• Use jargon and abbreviations.

• Say culturally insensitive remarks

• Transfer a call without explanation.