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CCNA Discovery 2 - Chapter 2
1.
ISP Help Desk
Working at a Small-to-Medium Business or ISP – Chapter 2 Version 4.1 © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 1
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. © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 2
3.
ISP Help Desk
Organization Level 1: provide immediate support Level 2: handle escalated calls Level 3: on-site visits © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 3
4.
Roles of ISP
Technicians Managed Service Providers Support for SLAs © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 4
5.
Roles of ISP
Technicians Level 3 onsite support © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 5
6.
Interacting with Customers
Incident Management Interpersonal Skills © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 6
7.
Using the OSI
Model Use the layers of the OSI model as a guide for sequencing troubleshooting diagnostics. © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 7
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 © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 8
9.
Troubleshooting the OSI
Model Using layers to define, isolate and resolve problems. © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 9
10.
Help Desk Troubleshooting
Scenarios Email issues Host configuration issues Customer connectivity Issues © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 10
11.
Creating and Using
Help Desk Records Information gathering and recording Transferring information to a trouble ticket Escalating when necessary Documenting the resolution © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 11
12.
Customer Site Procedures
Provide proper identification. Review work order with the customer. Communicate current status of identified problems. Obtain permission to begin work. © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 12
13.
Customer Site Procedures
Use of ladders Working in dangerous locations Working around electricity Awkward spaces Heavy equipment © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 13
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. © 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 14
15.
© 2007 Cisco
Systems, Inc. All rights reserved. Cisco Public 15