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ISP Help Desk

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

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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. 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

  3. Roles of the Help Desk & Installation Technicians • Describe the various roles of helpdesk and installation technicians

  4. Roles of the Help Desk & Installation Technicians • Describe processes, procedures, and etiquette for interacting with customers.

  5. ISP On-Site Technicians • Level 3 Support

  6. Effective Help Desk Customer Interaction • Incident Management • Interpersonal Skills

  7. OSI Model & How its used in Troubleshooting • Use the layers of the OSI model as a guide for sequencing troubleshooting diagnostics

  8. Using the OSI Model in Troubleshooting • Protocols • Technologies • Network components

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

  10. Common Help Desk Troubleshooting Scenarios • Email issues • DNS issues • Connectivity Issues

  11. Tools & Procedures of Help Desk Technicians • Describe the job aids and tools required to carry out information gathering and simple installation tasks

  12. Tools & Procedures of Help Desk Technicians • Describe the procedures to be followed at the customer site to resolve an issue

  13. 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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