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ISP Help Desk

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

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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

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Roles of the Help Desk & Installation Technicians Describe the various roles of helpdesk and installation

technicians

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Roles of the Help Desk & Installation Technicians Describe processes, procedures, and etiquette for

interacting with customers.

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ISP On-Site Technicians Level 3 Support

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Effective Help Desk Customer Interaction Incident Management

Interpersonal Skills

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OSI Model & How its used in Troubleshooting Use the layers of the OSI model as a guide for

sequencing troubleshooting diagnostics

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Using the OSI Model in Troubleshooting Protocols

Technologies

Network components

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

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Common Help Desk Troubleshooting Scenarios Email issues

DNS issues

Connectivity Issues

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Tools & Procedures of Help Desk Technicians Describe the job aids and tools required to carry out

information gathering and simple installation tasks

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Tools & Procedures of Help Desk Technicians Describe the procedures to be followed at the customer

site to resolve an issue

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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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