Unit 12 Pass 2 When working as a support technician you will need to adhere to certain policies and procedures that the company operates on. Regardless of your particular terms of employment, it is a requirement to follow these policies, as failing to do so may cost you your position within the company. Organisational Guidelines When you join an organisation, you will be presented with a set of guidelines which explain the rules on different important aspects such as reporting faults, security and internet use. More specific examples of these guidelines include procedures on logging calls, or answering emails. The main reason for these is so that the email responses can be consistent and the calls will have detailed logs in case the client …show more content…
In order to fix these measures safely and without the accounts being accessed by unauthorised users, it’s important to have security measures. Before the user’s password is revealed or reset, the technician will typically ask the user to answer a “security question” which is a question personal to the user which only they will be able to answer correctly. Other security methods are to provide users with a “security phrase” which they will simply have to recite on command in order to prove their identity. In high security companies, several techniques may be used simultaneously for higher level of security. Depending on how the technician department prioritises their support requests, a Service Level Agreement may be written which explains how requests are processed and prioritised to the other departments. This ensures that departments can understand the priorities of the technician department and will therefore be more understanding if their request isn’t a high priority. A method that can be used to prioritise requests is to see which department the request is from. These usergroups can be split into 3