1. © 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

2. 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

3. ITE PC v4.0 Chapter 1 3 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Roles of the Help Desk & Installation Technicians  Describe the various roles of helpdesk and installation technicians

4. ITE PC v4.0 Chapter 1 4 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Roles of the Help Desk & Installation Technicians  Describe processes, procedures, and etiquette for interacting with customers.

5. ITE PC v4.0 Chapter 1 5 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public ISP On-Site Technicians  Level 3 Support

6. ITE PC v4.0 Chapter 1 6 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Effective Help Desk Customer Interaction  Incident Management  Interpersonal Skills

7. ITE PC v4.0 Chapter 1 7 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public OSI Model & How its used in Troubleshooting  Use the layers of the OSI model as a guide for sequencing troubleshooting diagnostics

8. ITE PC v4.0 Chapter 1 8 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Using the OSI Model in Troubleshooting  Protocols  Technologies  Network components

9. ITE PC v4.0 Chapter 1 9 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public OSI Model Troubleshooting Procedures  Using layers to define, isolate and resolve problems

10. ITE PC v4.0 Chapter 1 10 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Common Help Desk Troubleshooting Scenarios  Email issues  DNS issues  Connectivity Issues

11. ITE PC v4.0 Chapter 1 11 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Tools & Procedures of Help Desk Technicians  Describe the job aids and tools required to carry out information gathering and simple installation tasks

12. ITE PC v4.0 Chapter 1 12 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Tools & Procedures of Help Desk Technicians  Describe the procedures to be followed at the customer site to resolve an issue

13. ITE PC v4.0 Chapter 1 13 © 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.

14. ITE PC v4.0 Chapter 1 14 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public