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The IT Professional

Descrição

Cisco IIT essentials (Chapter 11 - The IT Professional) Mapa Mental sobre The IT Professional, criado por groche em 12-02-2014.
groche
Mapa Mental por groche, atualizado more than 1 year ago
groche
Criado por groche mais de 10 anos atrás
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Resumo de Recurso

The IT Professional
  1. Communication skills and troubleshooting
    1. Determine the problem
      1. Know
        1. Relate
          1. Understand
          2. Holds and transfers
            1. Types of difficult customers
              1. Talkative
                1. Rude
                  1. angry
                    1. knowledgeable
                      1. inexperienced
                      2. Proper netiquette
                        1. workstation ergonomics
                          1. Service Level Agreement
                            1. business policies
                              1. ethics and legal considerations
                                1. legal procedures overview
                                  1. cyber law
                                    1. documentation and chain of custody
                                      1. a call center
                                        1. level one technician
                                          1. level two technician

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