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© 2007 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 1 1 ISP Help Desk Working at a Small-to-Medium Business or ISP – Chapter 2
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ITE PC v4.0 Chapter 1 2 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public 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
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ITE PC v4.0 Chapter 1 3 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public The ISP Help Desk Top priority of all ISPs = solving customer problems Poor service means lost customers... Lost customers = loss of money
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ITE PC v4.0 Chapter 1 4 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Levels of ISP Customer Support Level 1 – junior-level help desk technicians – offers immediate support for the customer first point of customer contact – responsibilities basic connectivity issues document hardware, software, system problems help with user issues help customers complete basic online forms – many issues can be solved here if unable to solve here then...
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ITE PC v4.0 Chapter 1 5 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Levels of ISP Customer Support Level 2 – offers more experienced customer support – fewer agents due to high skill level required – helps solve more difficult problems that cannot be fixed by Level 1 support – use diagnostic tools (remote desktop) to fix problems – helps to identify if an on-site technician needs to come to job site
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ITE PC v4.0 Chapter 1 6 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Levels of ISP Customer Support Level 3 – solves problems not solved by Levels 1 & 2 – surveys network conditions – installs and configures new equipment
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ITE PC v4.0 Chapter 1 7 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Dealing with the Customer Help desk technicians are often the first point of contact for frustrated customers Important to follow Incident Management Procedures – open trouble ticket – follow different problem solving strategies bottom up top down divide and conquer – must be followed every time a call comes in to ISP
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ITE PC v4.0 Chapter 1 8 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Dealing with the Customer Excellent interpersonal skills needed – greet customer pleasantly – open a trouble ticket helps deal with any future problems documents how the problem was solved – LISTEN to the customer – maintain a professional demeanor throughout the conversation – log the call
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ITE PC v4.0 Chapter 1 9 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public OSI Model & How its used in Troubleshooting Each layer serves a specific function Use of the OSI model helps break communication into smaller parts Upper layers – implemented in the software – application – presentation – session Lower layers – data transport – transport – network – data link – physical
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ITE PC v4.0 Chapter 1 10 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Layer 4 - Transport Layer Used to ensure end to end transport Breaks messages into smaller segments Header attached with the correct UDP/TCP port numbers Used by Email (TCP) – acknowledgments Firewall problems could exist here – incorrect port number – port may not be open
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ITE PC v4.0 Chapter 1 11 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Layer 3 - Network Layer Adds network IP address Takes information from transport layer and puts it in a packet – packet holds source and destination IP address Routers used destination IP to direct packets to the correct network
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ITE PC v4.0 Chapter 1 12 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Layer 2 - Data Link Layer Packet (from network layer) encapsulated into a frame Frame includes MAC (physical address of next directly connected network device) Used by switches and NICs to deliver information to the next device
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ITE PC v4.0 Chapter 1 13 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Layer 1 - Physical Layer Frame (from data link layer) converted into 1 and 0’s – bits All cabling issues are here!!
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ITE PC v4.0 Chapter 1 14 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Troubleshooting Procedures Layer 3 Problems – check logical (IP address) – possible problems Is the IP within the assigned network? Is the correct subnet mask being used? Is the correct default gateway set? check DNS and/or DHCP settings Utilities used to check Layer 3 issues – ipconfig – shows IP settings – ping – traceroute
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ITE PC v4.0 Chapter 1 15 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Troubleshooting Procedures Layer 4 Problems – Possible firewall issue – check to see if the TCP or UDP port is open Layers 5-7 Problems – check application configuration – check for correct user settings Email, etc – Use utilities to help solve the issues packet sniffer telnet
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ITE PC v4.0 Chapter 1 16 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Email Issues Customer may be able to send, but not receive data or vice versa Check the following – POP name – IMAP name – SMTP name – DNS server information
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ITE PC v4.0 Chapter 1 17 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Connectivity Issues More common with new customers trying to connect for the first time Possible reasons: – billing account issues – hardware issues – physical layer problems – application issues
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ITE PC v4.0 Chapter 1 18 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public On-site Procedures Show proper Identification Review work order with customer – ensures all information is correct Communicate what you plan to do Get permission to begin work After solving problem,.. – leave documentation with customer
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ITE PC v4.0 Chapter 1 19 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public 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.
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ITE PC v4.0 Chapter 1 20 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public
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