Summary

16 IT Essentials: PC Harware and Software Companion Guide■■■Do not make a customer’s IT resources available to unauthorized users.Keep sensitive customer information confidential.Do not knowingly use a customer’s company resources for illegal activities. Criminalor illegal use may include child pornography, threats, harassment, copyright infringement,university trademark infringement, defamation, theft, identity theft, and unauthorizedaccess.Make sure you know the copyright and trademark laws in your state or country.Class Discussion 10.3.0: Customer PrivacyIn this activity, the class discusses the importance of respecting customer privacy throughthe use of three scenarios. Refer to the relevant topics in IT Essentials: PC Hardware andSoftware Labs and Study Guide, Third Edition to help you prepare for this discussion.Describe the Call Center Environment andTechnician ResponsibilitiesA call center environment is usually very professional and fast-paced. A call center is ahelp desk system where customers call in and are placed on a call board. Available technicianstake the customer calls. A technician must supply the level of support that is outlinedin the customer’s SLA.After completing this section, you will meet these objectives:■■■Describe the call center environment.Describe level-one technician responsibilities.Describe level-two technician responsibilities.Describe the Call Center EnvironmentA call center may exist within a company and offer service to the employees of that companyas well as to the customers of that company’s products. Alternatively, a call center may be anindependent business that sells computer support as a service to outside customers. In eithercase, a call center is a busy, fast-paced work environment, often operating 24 hours a day.Call centers tend to have a large number of cubicles. Each cubicle has a chair, at least onecomputer, and a phone with a headset. The technicians working at these cubicles have variedlevels of experience in computers. Some have specialties in certain types of computers,software, or operating systems.