1. 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

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

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

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

5. ISP On-Site Technicians
Level 3 Support

6. Effective Help Desk Customer Interaction
Incident Management
Interpersonal Skills

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

8. Using the OSI Model in Troubleshooting
Protocols
Technologies
Network components

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

10. Common Help Desk Troubleshooting Scenarios
issues
DNS issues
Connectivity Issues

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

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

13. 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.