1. © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public 1 Version 4.1 ISP Help Desk Working at a Small-to-Medium Business or ISP – Chapter 2

2. 2 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Objectives  Describe the various roles of help desk and installation technicians.  Describe the seven layers of the OSI model and how the OSI model is used in troubleshooting network issues.  Identify common tools and diagnostic procedures of help desk technicians.  Describe onsite procedures to resolve issues.

3. 3 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public ISP Help Desk Organization  Level 1: provide immediate support  Level 2: handle escalated calls  Level 3: on-site visits

4. 4 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Roles of ISP Technicians  Managed Service Providers  Support for SLAs

5. 5 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Roles of ISP Technicians  Level 3 onsite support

6. 6 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Interacting with Customers  Incident Management  Interpersonal Skills

7. 7 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Using the OSI Model  Use the layers of the OSI model as a guide for sequencing troubleshooting diagnostics.

8. 8 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public OSI Model Protocols and Technologies  Upper layers create the data  Layer 4 packages the data  Layer 3 adds IP information  Layer 2 adds data link layer header and trailer  Layer 1 converts data to bits

9. 9 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Troubleshooting the OSI Model  Using layers to define, isolate and resolve problems.

10. 10 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Help Desk Troubleshooting Scenarios  Email issues  Host configuration issues  Customer connectivity Issues

11. 11 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Creating and Using Help Desk Records  Information gathering and recording  Transferring information to a trouble ticket  Escalating when necessary  Documenting the resolution

12. 12 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Customer Site Procedures  Provide proper identification.  Review work order with the customer.  Communicate current status of identified problems.  Obtain permission to begin work.

13. 13 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Customer Site Procedures  Use of ladders  Working in dangerous locations  Working around electricity  Awkward spaces  Heavy equipment

14. 14 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Summary  Help Desk technicians provide solutions to customer network problems.  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.

15. 15 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public