ISP Help Desk Working at a SmalltoMedium Business

ISP Help Desk Working at a Small-to-Medium Business or ISP – Chapter 2 © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 1

Objectives § Describe the various roles of helpdesk and installation technicians § Describe the seven layers of the OSI model and the OSI model is used in troubleshooting network issues. § Identify common tools and diagnostic procedures of helpdesk technicians § Describe onsite procedures to resolve issues © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 2

Roles of the Help Desk & Installation Technicians § Describe the various roles of helpdesk and installation technicians © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 3

Roles of the Help Desk & Installation Technicians § Describe processes, procedures, and etiquette for interacting with customers. © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 4

ISP On-Site Technicians § Level 3 Support © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 5

Effective Help Desk Customer Interaction § Incident Management § Interpersonal Skills © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 6

OSI Model & How its used in Troubleshooting § Use the layers of the OSI model as a guide for sequencing troubleshooting diagnostics © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 7

Using the OSI Model in Troubleshooting § Protocols § Technologies § Network components © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 8

OSI Model Troubleshooting Procedures § Using layers to define, isolate and resolve problems © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 9

Common Help Desk Troubleshooting Scenarios § Email issues § DNS issues § Connectivity Issues © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 10

Tools & Procedures of Help Desk Technicians § Describe the job aids and tools required to carry out information gathering and simple installation tasks © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 11

Tools & Procedures of Help Desk Technicians § Describe the procedures to be followed at the customer site to resolve an issue © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 12

Summary § Help Desk user support exists at three levels. § Help desk operation relies on good customer communications skills, organization, and a layered approach to problem solving. § The OSI Model is the basis for effective troubleshooting. § Documentation is crucial in effective troubleshooting. © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 13

© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 14