7. •An SLA is a contract that defines expectations between an organization and the service vendor to provide an agreed-on level of support. •A legal agreement that contains the responsibilities and liabilities of all parties involved
8. • Use time management app/programs • Set time limits for tasks • Keep everything organizes • Create time management goals
9. • Meditation-Deep breaths • Exercise-Get moving • Time in nature-Relaxation • Eat well-Reduce caffeine • Make lists-Prioritize tasks • Connect socially-Join a club
10. • Collection and analysis of data from computer systems, networks wireless communications, and storage devices as part of a criminal investigation. • To find out either what happened or who was responsible for what happened, while at the same time maintaining a properly documented chain of evidence in a formal report.
11. PERSISTENT DATA •Stored on local drive, when computer turned off this data is preserved VOLATILE DATA •Stored in Ram and cache, disappears when computer is turned off
12. generally handles configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services).
13. communication skill
14. IT Professional Behavior
15. Business Policies
16. Illegal Computer and Network Usage
17. Cyber Law
18. Call Center Technicians Task
19. Level One Technicians
20. • Good communication skills enhance a technician's troubleshooting skills. • Both of these skill sets take time and experience to develop well. • The same principle applies to developing communication skills. • The more you practice good communication skills, the more effective you will become when working with customers. • A knowledgeable technician who uses good communication skills will always be in demand in the job marke
21. • Workstation ergonomics • Time management • Stress manageement
22. • Business policies are the guidelines developed by an organization to govern its actions • They define the limits within which decisions must be made • Business policy also deals with acquisition of resources with which organizational goals can be achieved
23. • Identity theft • Violation of another users privacy • Unauthorized use of computer accounts, access codes • Downloading, storage, and/or display of sexually explicit material (pornography) • Destruction of or damage to equipment, software, or data • Violation of computer system security • Violation of copyrights and software license agreements. • Using a computer or network to sell unauthorized copies of copyrighted materials
24. •Cyber laws explain the circumstances under which data (evidence) can be collected from computers, data storage devices, networks, and wireless communications. •IT professionals should be aware of the cyber laws in their country, region, or state.
25. •It is a help desk system where customers call in and are placed on a call board. •A call center environment is usually very professional and fast-paced •Available technicians take the customer calls All the computers in a call center have help desk software. •The technicians use this software to manage many of their job functions •Each call center has business policies regarding call priority. •A sample chart of how calls can be named, defined, and prioritized
26. Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer ,Hardware configurations
