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ISP Help Desk

ISP Help Desk. Working at a Small-to-Medium Business or ISP – Chapter 2. Using the OSI Model. Use the layers of the OSI model as a guide for sequencing troubleshooting diagnostics. OSI Model Protocols and Technologies. Upper layers create the data Layer 4 packages the data

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ISP Help Desk

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

  2. Using the OSI Model • Use the layers of the OSI model as a guide for sequencing troubleshooting diagnostics.

  3. 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

  4. Troubleshooting the OSI Model • Using layers to define, isolate and resolve problems.

  5. Help Desk Troubleshooting Scenarios • Email issues • Host configuration issues • Customer connectivity Issues

  6. Creating and Using Help Desk Records • Information gathering and recording • Transferring information to a trouble ticket • Escalating when necessary • Documenting the resolution

  7. Customer Site Procedures • Provide proper identification. • Review work order with the customer. • Communicate current status of identified problems. • Obtain permission to begin work.

  8. Customer Site Procedures • Use of ladders • Working in dangerous locations • Working around electricity • Awkward spaces • Heavy equipment

  9. 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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