9.4 Troubleshooting and the help desk

LEE MIN CHUN

18DTK13F1038

MONGKHON A/L KONG

18DTK13F1040

SITI KHADIJAH BT MUHAMMED LAZA

18DTK13F1999

KESAVAKHANTHAN NAIR A/L KESAVAN

18DTK13F1036

MUHD IZHAM BIN YAAKUB

18DTK13F1035

AZRI ZAKWAN B NORIZAN

18DTK11F2039

Welcome

9.4.1 DocumentationNetwork documentation is an important part of any

troubleshooting process.Network documentation should include a normal or

baseline measurement of network performance against which potential problems can be judged.

What is Baseline Measurement???• An accurate measurement of Process functionality

before any input change occurs. This allows a clear measurement of the Viability of an applied

improvement or Solution to a known problem!!!

The performance baseline

types of traffic normally expected the volume of traffic to and from serversnetwork devices.

(The baseline should be documented just after the network is installed)

documentation•such as :topology mapsnetwork diagramsaddressing schemes

(it can provide valuable information when a troubleshooter is trying to understand the

physical layout of the network)

Good troubleshooting documentation should include

• Initial problem• Steps taken to isolate the problem• Results of all steps taken, both successful and

unsuccessful• Final determined cause of the problem• Final problem resolution• Preventative measures

Using outside source to help

• During the troubleshooting process• The troubleshooter is unable to determine the

problem• Its resolution

Some of the most common sources for help include

• Previously kept documentation• Online FAQs (Frequently Asked Questions)• Colleagues and other network professionals• Internet forums

• The helpdesk is a group of individuals with the knowledge and tools required to help diagnose

• correct common problems. • It provides assistance for the end-user to

determine if a problem exists, the nature of the problem, and the solution.

9.4.2 the help desk

For example

• Cisco Systems offers helpdesk assistance • for problems integrating • Cisco equipment into a network, or problems • that may occur after installation

There are many ways to contact a helpdesk

• including email (email is good for non-urgent problems)

• live chat• phone. (phone or live chat is better for

network emergencies)

when the helpdesk can take control of a local host through remote access

software

• allows helpdesk technicians to run diagnostic programs

• interact with the host• network without having to physically travel

to a job site > reduces the wait time for problem resolution and allows the helpdesk to assist more users.<

As an end user

The helpdesk will require information on any service support plans that are in place along with specific

details of the affected equipment. can include make, model and serial number along

with the version of firmware operating system running on the device

require the IP and MAC address of the malfunctioning device

The helpdesk will require information specific to the problem including

Who encountered the problem Symptoms encountered When the problem manifests Steps taken to identify the problem Results of steps taken

Record all information regarding the interaction with the helpdesk, such as

Time/date of call Name/ID of technician Problem reported Course of action taken Resolution/escalation Next steps (follow-up)

(By working together with the helpdesk, most problems can be resolved quickly and easily. Once resolved, be sure to

update all documentation accordingly for future reference.)

Thank you for listening