Confront the customer immediately.
Remove and destroy the hard drive.
Contact a first responder.
Shut down the computer until authorities arrive.
Document as much information as possible.
The process of collecting and analyzing data from computer systems, networks, wireless communications, and storage devices
The collection of international, country, and local laws that affect computer security professionals
A contract that defines expectations between and organization and IT service vendors for an agreed upon level
A single law defining criminal acts that are committed online
Send this information to the manager of the customer.
Send this information to the technician manager.
Keep it confidential.
Document all information in a log file.
Back up the information just in case the customer needs it some day.
Copying of copyrighted materials
This file should not be shared with the level two technician.
Replace all passwords in the file with before emailing the file and then supply the passwords by secure means, if required.
Send the file as it is to the level two technician.
Deliver the file in printed format only.
Time of service availability
Service provider part suppliers
Supported equipment and software
Home contact information of the technician
Contact information of other clients
The technician should be sure to treat all customers equally.
If a technician takes a call from a customer the technician does not like, the technician should pass the call to another technician.
The technician should contact the customer if the technician is going to be late for a follow-up appointment.
The technician should adjust the work chair to a height that is high enough so that wrists angle downwards toward the keyboard.
If a customer complains about another technician, the technician who is taking the call should agree with opinion of the customer.
The technician should make sure to call the customer back as close to the callback time as possible
The technician should take the easier calls first, regardless of the urgency.
The technician should give better service to a customer for whom the technician feels more sympathy.
The technician can take the call of another technician, even without permission to do so.
Level two technicians are usually more knowledgeable about technology than the level one technicians are.
Level two technicians prepare a work order and escalate it to a level one technician if a problem cannot be resolved within ten minutes.
Level two technicians are often referred to as "incident screeners," and level one technicians are often referred to as "product specialists."
Level one technicians usually work on the problems that require opening up the computer case.
Level two technicians usually respond to the "down calls" as they may be able to resolve them faster.
Call the level one technician and ask questions about the problem.
Call the customer back to ask any additional questions and resolve the problem.
Send the work order to a level three technician and ask for support
Document suggestions to solve the problem in the work order and return it to the level one technician.
Personalize the call by periodically asking questions unrelated to the computer problem.
Use technical terms to determine the level of knowledge the customer possesses.
Allow the customer to speak without interruption.
Refer to the customer by name whenever possible.
Ask only closed-ended questions.
Always gather information from the customer and escalate the problem.
Explain each step to help the customer understand the troubleshooting process
Ask personal questions to get better acquainted with the customer.
Maintain professional behavior at all times.
Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.
Politely step in and gain control of the call by asking the customer social questions
Use open-ended questions and repeat all the information back to the customer to politely show that unnecessary information is being given.
Talk over the customer and quickly gather the necessary information to be of help.
The use of active listening, with occasional interjections such as "I see" or "I understand"
Asking customers to paraphrase their explanations
Interrupting customers with a question to gather more information
Clarifying what customers say after they have finished their explanations
Output from a remote connection to the customer computer
Description of the problem
Details of any recent changes to the computer
Output from diagnostic software
Current CMOS settings
A couple of computers have operating system errors.
Some computers cannot log in to the network.
Two users are requesting an application enhancement.
A user is requesting a RAM memory upgrade.
The company cannot operate because of a system failure.
Hard disk drives
Solid state drives
Data in transit between RAM and the CPU
Data stored on an external drive
Data stored on magnetic disks
Data stored on an internal drive
Follow a step-by-step approach to solving the problem.
Reiterate that you want to solve the problem.
Apologize for the wait time if there has been no wait time.
Ask the customer to do obvious or unnecessary steps.
Proper documentation procedures
An admission of guilt
When drivers, applications, or operating systems need to be installed
When a peripheral device needs to be replaced
When the equipment needs to be rebooted
When the screen resolution of a customer PC needs to be adjusted