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Maximizing Help Desk Efficiency at Small-to-Medium Businesses

Learn about roles, tools, and procedures of helpdesk technicians, OSI model troubleshooting, onsite support, and the true cost of network downtime. Improve customer interactions, incident management, and troubleshooting skills.

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Maximizing Help Desk Efficiency at Small-to-Medium Businesses

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

  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. • Identify common tools and diagnostic procedures of helpdesk technicians • Describe onsite procedures to resolve issues

  3. Roles of the Help Desk & Installation Technicians • Describe the various roles of helpdesk and installation technicians

  4. Great Service? • How many of you have had a poor customer service experience at a store, with an online vendor, or an ISP? • How did you feel as a result? Users cite two main reasons for changing ISP’s – faster connection speeds – poor technical support. Help Desk Support Reflection

  5. Roles of the Help Desk & Installation Technicians • Describe processes, procedures, and etiquette for interacting with customers.

  6. ISP On-Site Technicians • Level 3 Support

  7. Effective Help Desk Customer Interaction • Incident Management • Interpersonal Skills Help Desk Job?

  8. Don’t Underestimate the Cost • Don’t underestimate the cost of network downtime and troubleshooting. • Tony Northrup in his book, Troubleshooting and Analysis, discusses the cost of downtime. He states that “Downtime costs companies in the following ways: the expense of repair, lost business, and reduced productivity.

  9. Don’t Underestimate the Cost • Organizations that have spent money to build a network often rely on that network for business-critical functions. • This is especially true for companies such as Internet service providers, which rely on networking as their primary source of revenue. • For these organizations, downtime may translate directly into lost revenue.” • Given the increased level of business conducted on the Internet, and the ease of replacing one supplier with another that even a few hours of downtime could translate into thousands of dollars in lost business.

  10. OSI Model & How its used in Troubleshooting • Use the layers of the OSI model as a guide for sequencing troubleshooting diagnostics

  11. Protocols

  12. Using the OSI Model in Troubleshooting • Protocols • Technologies • Network components

  13. OSI Model Troubleshooting Procedures • Using layers to define, isolate and resolve problems

  14. Common Help Desk Troubleshooting Scenarios Northrup, Tony. (July 1998). Troubleshooting and Analysis • Email issues • DNS issues • Connectivity Issues

  15. Tools & Procedures of Help Desk Technicians • Describe the job aids and tools required to carry out information gathering and simple installation tasks

  16. Tools & Procedures of Help Desk Technicians • Describe the procedures to be followed at the customer site to resolve an issue

  17. Remote Access Software Reflection • Research at least three different remote access programs. LogMeIn, Remote Assistance, WebEx • What capabilities does each of the programs have? • What program would you recommend and why?

  18. 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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