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