CCNA Discovery 2 - Chapter 2

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CCNA Discovery 2 - Chapter 2

  1. 1. ISP Help Desk Working at a Small-to-Medium Business or ISP – Chapter 2Version 4.1 © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 1
  2. 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. Identify common tools and diagnostic procedures of help desk technicians. Describe onsite procedures to resolve issues. © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 2
  3. 3. ISP Help Desk Organization Level 1: provide immediate support Level 2: handle escalated calls Level 3: on-site visits © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 3
  4. 4. Roles of ISP Technicians Managed Service Providers Support for SLAs © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 4
  5. 5. Roles of ISP Technicians Level 3 onsite support © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 5
  6. 6. Interacting with Customers Incident Management Interpersonal Skills © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 6
  7. 7. Using the OSI Model Use the layers of the OSI model as a guide for sequencing troubleshooting diagnostics. © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 7
  8. 8. 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 © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 8
  9. 9. Troubleshooting the OSI Model Using layers to define, isolate and resolve problems. © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 9
  10. 10. Help Desk Troubleshooting Scenarios Email issues Host configuration issues Customer connectivity Issues © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 10
  11. 11. Creating and Using Help Desk Records Information gathering and recording Transferring information to a trouble ticket Escalating when necessary Documenting the resolution © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 11
  12. 12. Customer Site Procedures Provide proper identification. Review work order with the customer. Communicate current status of identified problems. Obtain permission to begin work. © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 12
  13. 13. Customer Site Procedures Use of ladders Working in dangerous locations Working around electricity Awkward spaces Heavy equipment © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 13
  14. 14. 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. © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 14
  15. 15. © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 15

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