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

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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 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.


Isp help desk organization
ISP Help Desk Organization

  • Level 1: provide immediate support

  • Level 2: handle escalated calls

  • Level 3: on-site visits


Roles of isp technicians
Roles of ISP Technicians

  • Managed Service Providers

  • Support for SLAs


Roles of isp technicians1
Roles of ISP Technicians

  • Level 3 onsite support


Interacting with customers
Interacting with Customers

  • Incident Management

  • Interpersonal Skills


Using the osi model
Using the OSI Model

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


Osi model protocols and technologies
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


Troubleshooting the osi model
Troubleshooting the OSI Model

  • Using layers to define, isolate and resolve problems.


Help desk troubleshooting scenarios
Help Desk Troubleshooting Scenarios

  • Email issues

  • Host configuration issues

  • Customer connectivity Issues


Creating and using help desk records
Creating and Using Help Desk Records

  • Information gathering and recording

  • Transferring information to a trouble ticket

  • Escalating when necessary

  • Documenting the resolution


Customer site procedures
Customer Site Procedures

  • Provide proper identification.

  • Review work order with the customer.

  • Communicate current status of identified problems.

  • Obtain permission to begin work.


Customer site procedures1
Customer Site Procedures

  • Use of ladders

  • Working in dangerous locations

  • Working around electricity

  • Awkward spaces

  • Heavy equipment


Summary
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.


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