The document discusses the roles and responsibilities of help desk technicians at an ISP. It describes a typical three-level help desk structure, with level one technicians handling initial customer calls, level two handling escalated issues, and level three performing on-site visits. Technicians must have strong customer communication skills and use a layered troubleshooting approach based on the OSI model to isolate and resolve network problems for customers. Proper documentation of issues and their resolution is also important.

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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