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

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

Roles of the Help Desk & Installation Technicians Describe the various roles of helpdesk and installation technicians

Roles of the Help Desk & Installation Technicians Describe processes, procedures, and etiquette for interacting with customers.

ISP On-Site Technicians Level 3 Support

Effective Help Desk Customer Interaction Incident Management Interpersonal Skills

OSI Model & How its used in Troubleshooting Use the layers of the OSI model as a guide for sequencing troubleshooting diagnostics

Using the OSI Model in Troubleshooting Protocols Technologies Network components

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

Common Help Desk Troubleshooting Scenarios Email issues DNS issues Connectivity Issues

Tools & Procedures of Help Desk Technicians Describe the job aids and tools required to carry out information gathering and simple installation tasks

Tools & Procedures of Help Desk Technicians Describe the procedures to be followed at the customer site to resolve an issue

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.