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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. Great Service? • How many of you have had a poor customer service experience at a store, with an online vendor, or an ISP? • How did you feel as a result? Users cite two main reasons for changing ISP’s – faster connection speeds – poor technical support. Help Desk Support Reflection

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

  6. ISP On-Site Technicians • Level 3 Support

  7. Effective Help Desk Customer Interaction • Incident Management • Interpersonal Skills Help Desk Job?

  8. Don’t Underestimate the Cost • Don’t underestimate the cost of network downtime and troubleshooting. • Tony Northrup in his book, Troubleshooting and Analysis, discusses the cost of downtime. He states that “Downtime costs companies in the following ways: the expense of repair, lost business, and reduced productivity.

  9. Don’t Underestimate the Cost • Organizations that have spent money to build a network often rely on that network for business-critical functions. • This is especially true for companies such as Internet service providers, which rely on networking as their primary source of revenue. • For these organizations, downtime may translate directly into lost revenue.” • Given the increased level of business conducted on the Internet, and the ease of replacing one supplier with another that even a few hours of downtime could translate into thousands of dollars in lost business.

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

  11. Protocols

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

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

  14. Common Help Desk Troubleshooting Scenarios Northrup, Tony. (July 1998). Troubleshooting and Analysis • Email issues • DNS issues • Connectivity Issues

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

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

  17. Remote Access Software Reflection • Research at least three different remote access programs. LogMeIn, Remote Assistance, WebEx • What capabilities does each of the programs have? • What program would you recommend and why?

  18. 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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