© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public 1Version 4.1

ISP Help Desk

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

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Using the OSI Model Use the layers of the OSI model as a guide for

sequencing troubleshooting diagnostics.

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

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Help Desk Troubleshooting Scenarios Email issues

Host configuration issues

Customer connectivity Issues

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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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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.