Transcript chp2 - Cisco Networking Academy

ISP Help Desk
Working at a Small-to-Medium Business or ISP –
Chapter 2
Version 4.1
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1
Using the OSI Model
 Use the layers of the OSI model as a guide for
sequencing troubleshooting diagnostics.
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2
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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3
Troubleshooting the OSI Model
 Using layers to define, isolate and resolve problems.
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4
Help Desk Troubleshooting Scenarios
 Email issues
 Host configuration issues
 Customer connectivity Issues
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5
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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6
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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Customer Site Procedures
 Use of ladders
 Working in dangerous locations
 Working around electricity
 Awkward spaces
 Heavy equipment
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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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9