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ISP Help Desk. Working at a Small-to-Medium Business or ISP – Chapter 2. 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.

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ISP Help Desk

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Isp help desk

ISP Help Desk

Working at a Small-to-Medium Business or ISP – Chapter 2


Objectives

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


Roles of the help desk installation technicians

Roles of the Help Desk & Installation Technicians

  • Describe the various roles of helpdesk and installation technicians


Roles of the help desk installation technicians1

Roles of the Help Desk & Installation Technicians

  • Describe processes, procedures, and etiquette for interacting with customers.


Isp on site technicians

ISP On-Site Technicians

  • Level 3 Support


Effective help desk customer interaction

Effective Help Desk Customer Interaction

  • Incident Management

  • Interpersonal Skills


Osi model how its used in troubleshooting

OSI Model & How its used in Troubleshooting

  • Use the layers of the OSI model as a guide for sequencing troubleshooting diagnostics


Using the osi model in troubleshooting

Using the OSI Model in Troubleshooting

  • Protocols

  • Technologies

  • Network components


Osi model troubleshooting procedures

OSI Model Troubleshooting Procedures

  • Using layers to define, isolate and resolve problems


Common help desk troubleshooting scenarios

Common Help Desk Troubleshooting Scenarios

  • Email issues

  • DNS issues

  • Connectivity Issues


Tools procedures of help desk technicians

Tools & Procedures of Help Desk Technicians

  • Describe the job aids and tools required to carry out information gathering and simple installation tasks


Tools procedures of help desk technicians1

Tools & Procedures of Help Desk Technicians

  • Describe the procedures to be followed at the customer site to resolve an issue


Summary

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.


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