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© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 1Version 4.1
ISP Help Desk
Working at a Small-to-Medium Business or ISP – Chapter 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© 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© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Roles of ISP Technicians Managed Service Providers
Support for SLAs
5© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Roles of ISP Technicians Level 3 onsite support
6© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Interacting with Customers Incident Management
Interpersonal Skills
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© 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© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Troubleshooting the OSI Model Using layers to define, isolate and resolve problems.
10© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Help Desk Troubleshooting Scenarios Email issues
Host configuration issues
Customer connectivity Issues
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© 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© 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© 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© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public