© 2007 Cisco Systems, Inc. All rights reserved.Cisco Public 1 Version 4.1 ISP Help Desk Working at a Small-to-Medium Business or ISP – Chapter 2

2 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Using the OSI Model  Use the layers of the OSI model as a guide for sequencing troubleshooting diagnostics.

3 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public 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

4 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Troubleshooting the OSI Model  Using layers to define, isolate and resolve problems.

5 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Help Desk Troubleshooting Scenarios  issues  Host configuration issues  Customer connectivity Issues

6 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Creating and Using Help Desk Records  Information gathering and recording  Transferring information to a trouble ticket  Escalating when necessary  Documenting the resolution

7 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Customer Site Procedures  Provide proper identification.  Review work order with the customer.  Communicate current status of identified problems.  Obtain permission to begin work.

8 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Customer Site Procedures  Use of ladders  Working in dangerous locations  Working around electricity  Awkward spaces  Heavy equipment

9 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public 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.