Lesson 14 - Virus protection, security and helpdesk communications

Staying Safe online




There are a range of tools that you can install that offer various levels of virus protection, security protection, malware protection and/or Virus and malware removal. You can install multiple products or you can install a suite that will cover most of the tools necessary. The following articles provide good information for staying safe online.

Links to Australian Government Cyber Security information


eSafety Website - Office of the eSafety Commissioner

Australian Institute of family studies - Online Safety

Australia.gov.au Cyber Security information List of government/industry projects 

https://www.scamwatch.gov.au/  list of current scams and alerts

Australian Cyber Security Centre - links to a variety of online security information

Information for businesses


I guess this shows that we are taking cybercrime and online security relatively seriously!

Virus Protection

Definitions

https://www.cyber.gov.au/acsc/view-all-content/threats/malware

Software

With all of the various websites that provide advice on Virus protection and online security, do we really need to install software on top of that?

Windows 10

Windows 10 - my computer






Mac

Here are a few articles that discuss whether we need antivirus software with a Mac

https://www.comparitech.com/blog/information-security/if-you-have-a-mac-do-you-need-antivirus-protection/

https://www.macworld.co.uk/feature/mac-software/can-macs-get-viruses-3454926/

Here are some articles that compare the current offerings for protecting MacOS computers

Class Activity 1

What do you currently use for Virus Protection on your computer? Is it a paid version or a free version? What about for Internet Security? Do you use any other tools to help keep your computer free from viruses and malware? Do you need to have security and protection for your Windows and/or Mac computer?

Class Activity 2

Windows 10 and Mac OS

1. Locate two (2) FREE tools that you could install to protect your computer system. Include both virus protection and Internet security.  Include the names of the packages and what services/features are offered by the software.

2. Locate two (2) PAID tools (can also be paid versions of free tools) that you could install to protect your computer system.  Include the names of the packages and what services/features are offered by the software. How much does each cost?

Do any of them also protect and remove malware?

Based on your research and reading the above articles, what would you recommend for each operating system? How much will it cost? 

What is a Help desk or Service desk?

Is there a Difference?






Class Activity 3

What do you see as the difference between a Service Desk and a Help desk? Why the distinction? Which do you think works better?

Class Activity 4

Personal Experience - Help Desk Operator

Has anyone worked on a Service desk or Help desk (doesn't have to be IT)? What things did you learn about communication?

Is it different communicating with people over the phone?

Personal Experience - Help Desk Client

Have you had to call a help desk or service desk at any time?

How was the experience? What were the good points (if any)? What were the bad points?


Help desk Communication Basics

Watch the following video on Help Desk communication.




What do you think about his techniques?

Class Activity 5


Read the following articles:

http://www.techrepublic.com/article/five-easy-steps-to-boost-help-desk-communication/

http://www.techrepublic.com/article/use-effective-questioning-to-deal-with-confused-chatty-users/

https://www.sysaid.com/blog/entry/5-tips-for-putting-customers-first-on-the-it-service-desk

https://www.comptia.org/blog/10-qualities-every-help-desk-technician-should-have

What were some of the main points from these articles?

Are the points valid?

Is there anything that you read that you disagreed on? Why?


Clients and the Service desk

You work for the Service desk at a large TAFE operating in the South eastern suburbs of Melbourne. South East TAFE (SET) has a number of campuses, but all IT problems are dealt with centrally at the Cranbourne Campus.

Who are the clients that the Service desk could be assisting?

Are they internal or external clients?

Class Activity 6

You may do this in small groups of 2 or 3 people (not sure whether this will be practical or not).

TIP: Keep a copy of what you have done today as it may help you down the track with an assessment.

Write a basic script for SE TAFE’s Service desk to:
  1. Get their name, location, department
  2. Find out what equipment they are using and get Barcode ID
  3. Get the details of the problem/issue that they are having
  4. Inform them of the next step
Test out your script with students from another group.

Questioning Techniques

The type of questioning you use, will depend on the level of information you require. For example, use open questioning when you want the person to provide you with detailed information.



Read one of the following articles on Types of Questions:

https://toughnickel.com/business/Questioning-Techniques

OR

https://www.typetalk.com/blog/the-8-essential-questioning-techniques-you-need-to-know/

Class Activity 7

What are the main types of questioning? Provide an example of each.


So how does this work with a servicedesk?

https://www.callcentrehelper.com/practical-tips-for-effective-questioning-techniques-9045.htm

More Resources (if you are interested)

https://www.linkedin.com/learning/it-service-desk-customer-service-fundamentals?u=37707396

From Chapter 1 watch:
N.B. These are additional resources for if you prefer to watch rather than read or you need more information. We will not be watching these in class, but you can watch them at home if you like. You may need to log into LinkedIn Learning from the Chisholm library website.

Class Activity 8

You are working on the service desk at South East TAFE. A call comes in from one of the administration staff. You use your basic script to get her name, department, location and the barcode of the computer that she is having an issue with. You now need to get more information about her problem or her reason for calling the service desk today. The general description of her problem is "I can't print my document."

Using the above questioning techniques, as described in the article, come up with 2 questions for each category.
  • Open questions
  • Closed questions
  • Funnel questions
  • Probing questions
  • Leading questions
If you would like, I can put you into small breakout rooms and you can do it in groups.

For a more extensive listing and information on types of questions, see the following link:

http://changingminds.org/techniques/questioning/questioning.htm

Building Rapport

From the LinkedIn Learning tutorial above, watch the following clips from chapter 3 - Again, we probably won't watch these during class, but they do provide good information if you are interested.

Read the following article on Building Rapport:

https://www.callcentrehelper.com/27-effective-ways-to-build-customer-rapport-42018.htm

Class Activity 9

Using the same example as Class Activity 8,  provide 3 examples of how you can build a rapport with the caller.

What areas of building rapport do you personally have the most difficulty with?

Some lighter videos to finish off

The Expert: IT Support
 

The IT crowd - Truest moment about tech support





AND FINALLY - An Oldie but a Goldie




There are English versions of this, but I prefer the original




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