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ISP Help Desk

Working at a Small-to-Medium Business or ISP – Chapter 2

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Objectives Describe the various roles of help desk and installation

technicians.

Describe the seven layers of the OSI model and how the OSI model is used in troubleshooting network issues.

Identify common tools and diagnostic procedures of help desk technicians.

Describe onsite procedures to resolve issues.

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ISP Help Desk Organization Level 1: provide immediate support

Level 2: handle escalated calls

Level 3: on-site visits

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Roles of ISP Technicians Managed Service Providers

Support for SLAs

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Roles of ISP Technicians Level 3 onsite support

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Interacting with Customers Incident Management

Interpersonal Skills

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Using the OSI Model Use the layers of the OSI model as a guide for

sequencing troubleshooting diagnostics.

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OSI Model Protocols and Technologies Upper layers create the data

Layer 4 packages the data

Layer 3 adds IP information

Layer 2 adds data link layer

header and trailer

Layer 1 converts data to bits

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Troubleshooting the OSI Model Using layers to define, isolate and resolve problems.

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Help Desk Troubleshooting Scenarios Email issues

Host configuration issues

Customer connectivity Issues

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Creating and Using Help Desk Records Information gathering and recording

Transferring information to a trouble ticket

Escalating when necessary

Documenting the resolution

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Customer Site Procedures Provide proper identification.

Review work order with the customer.

Communicate current status of identified problems.

Obtain permission to begin work.

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Customer Site Procedures Use of ladders

Working in dangerous locations

Working around electricity

Awkward spaces

Heavy equipment

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Summary Help Desk technicians provide solutions to customer

network problems.

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.

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