1. 2: Help Desk Working at a Small-to-Medium Business or ISP

2. Introduction Poor Help Desk= loss of customers Customer Satisfaction YOU represent the ISP –On phone –On site

4. Help Desk @ the ISP- GOALS Help with Internet connectivity & equipment problems –Optimize the network –Router / ISP equipment at premises –ISP services (web/email) Solves problems quickly –Customer retention

5. I Can’t Get No Satisfaction! Survey of over 2,000 tech users at US companies –Only 53% were satisfied or very satisfied –Loss of help desk credibility negatively affects perception of IT Make it better with technical knowledge & customer service techniques –How many of you had bad service anywhere???

6. Job Description

7. Levels of Support Level 1 –For immediate support handled by junior-level help desk technicians. Level 2 –Handles calls that are escalated to more experienced telephone support. Level 3 –For calls that cannot be resolved by phone support and require a visit by an on-site technician.

8. In Reality- at ISPs & at Work Might have separate people Might have one, all-knowing person Might be contracted out –Third party handles level 1 & 2 support –Usually by phone

9. Level 1 Roles Starts here –Many employees –Most problems solved here –Entry-level Diagnose basic network connectivity issues Diagnose & document symptoms of hardware, software, system problems Resolve & document any basic user issues Help customers complete online order forms Escalate any issues that can’t be resolved to the next level

10. Level 2 Roles May be fewer employees More skills than Level 1

11. Level 3 Roles Often those who go on-site Written in SLA Would you want to be one?

12. Jobs & Salaries Found a Level 2, $30-$34,000 Level 1/2, $17.31 - $20.19 /Hour Go to Monster.com, Philly.com, or Courierpostonline.com & search for “Help Desk” job.

13. Activity

15. Interacting with Customers As the 1 st point of contact, how might you provide support other than by phone? –Email, chat, IM, web-based, on-site Keep FOCUS Keep POSITIVE Have EFFECTIVE ORAL & WRITTEN communication SPEED, EFFICIENCY, PROFESSIONALISM

16. How Do They Do It? Incident Management 1 st - Open a trouble ticket 2 nd - Follow a problem-solving strategy –Using troubleshooting flowcharts –Addressing questions in a template format –Maintaining proper ticket escalation procedures Let’s develop an opening/greeting now

17. Help Them!

18. It’s All About The Customer! Pleasant Greeting Maintain Professionalism Be Courteous Relieve Customer Stress Properly Respond to Abusive Customers

19. Activity 1

20. Activity 2 Follow Directions Help Desk

21. Review I can’t get to www.ebay.com! What’s your 1 st basic, simple question you ask?www.ebay.com –Can you get to www.blah.com?www.blah.com Which Level(s) talk to customers over the phone usually? –1 & 2 Which Level(s) install equipment? –3–3 Which Level(s) usually use diagnostic tools & remote desktop to help customers? –1 & 2

23. Downtime is Bad! Business-critical network Expense of repair Loss of business Reduced productivity A few hours of downtime can cost thousands!

24. Hourly Cost of Downtime Brokerage Firm $6,500,000 Telephone sales $69,900 Home Shopping $199,500 Credit card sales $2,600,000 Catalog sales $90,000 Airlines $89,500 Learn to troubleshoot properly…

25. OSI & Assembling a Car Many people at different stations A complex job broken into simple tasks –Weld the frame –Add the doors & windows –Add the electrical system –Add the engine –Add the tires –Paint it Each workers adds on to the car If there’s a problem, you can isolate at which station the problem occurred

26. Using the OSI Model

27. Use the OSI to Troubleshoot

28. Review At what layer are… –Hubs –Routers –Repeaters –Switches –NICs

29. Review of OSI Upper Layers- Email

30. Review of OSI Lower Layers- Email Package the email for transport…Breaks message into small segments…Adds port #...Put into a packet with source/destination IP addresses…Encapsulates it into a frame with source/destination MAC addresses…Converted into 1’s & 0’s for transmission on medium

31. Activity

33. Basic Troubleshooting using OSI 1.Define the problem 2.Isolate the cause of the problem 3.Solve the problem –Identify and prioritize alternative solutions –Select one alternative as the solution –Implement & evaluate the solution –Doesn’t work? Undo change & try next possible solution

34. Basic Troubleshooting using OSI Remember the three troubleshooting processes? –Top-down –Bottom-up –Divide & conquer

35. Layer 1 Problems Device power off Device power unplugged Loose network cable connection Incorrect cable type Faulty network cable Communicate to customer what to do & look for How would you ask a customer to check the cables to see if they’re tight?… If all Layer 1 issues have been checked, travel up the Layer 2 of the OSI.

36. Layer 2 Problems NIC, drivers, switch configuration Might need on-site person to solve Replace NIC, download drivers, configure switch

37. Layer 3 Problems IP address within the assigned network Correct subnet mask Correct default gateway DHCP or DNS ipconfig - Shows IP settings on the computer ping - Tests basic network connectivity traceroute - Checks routing path

38. Layer 4 & 5-7 Problems Check the firewall –Is something blocked? Application Configuration –Config of email program –Packet sniffer –Telnet

39. Activity

40. Common Issues Email Issues –Can receive but not send –Can send but not receive –Cannot send or receive –Nobody can reply to messages Can send email but not receive. What could be the problem?

41. Common Issues Billing account issues Hardware failure Physical layer failure (cables) Application settings or it’s missing! Application plug-in missing

42. Packet Tracer 2.3.1.3

44. Go Fix It! Phone support’s not enough? –Go on-site –Review the trouble ticket –Bring the right tools

45. Get to there already! 1.Provide proper ID to the customer. 2.Review the trouble ticket or work order with the customer to verify that the information is correct. 3.Tell them the current status of any problems or issues, as well as the actions you expect to take that day. 4.Obtain permission from the customer to begin the work.

46. Finish Up Already! Tell customer: –What the problem was –What solved it –Any follow-up procedures Document on the ticket Give copy to customer Any other upgrades/issues get communicated for another ticket

47. Review

57. Which defines layer 4? –Routes data between networks –Converts data to bits for travel over cable –Uses TCP for reliable transport –Encrypts data –Adds an IP address to the packet

58. 2: Help Desk Working at a Small-to-Medium Business or ISP